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Question 91 - Certified AI Specialist discussion

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Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation.

Which features should the AI Specialist recommend?

A.
Service Replies and Case Summaries
Answers
A.
Service Replies and Case Summaries
B.
Service Replies and Work Summaries
Answers
B.
Service Replies and Work Summaries
C.
Reply Recommendations and Sales Summaries
Answers
C.
Reply Recommendations and Sales Summaries
Suggested answer: A

Explanation:

To improve the productivity of the service center, the AI Specialist should recommend the Service Replies and Case Summaries features.

Service Replies helps agents by automatically generating suggested responses to customer inquiries, reducing response time and improving efficiency.

Case Summaries provide a quick overview of case details, allowing agents to get up to speed faster on customer issues.

Work Summaries are not as relevant for direct customer service operations, and Sales Summaries are focused on sales processes, not service center productivity.

For more information, see Salesforce's Einstein Service Cloud documentation on the use of generative AI to assist customer service teams.

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asked 26/09/2024
Haleem SHITOU OGUNGBEMI
42 questions
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