Universal Containers wants to reduce overall agent handling time by minimizing the time spent typing routine answers for common questions in-chat, and reducing the post-chat analysis by suggesting values for case fields.
A.
Einstein Service Replies and Work Summaries
B.
Einstein Reply Recommendations and Case Classification
C.
Einstein Reply Recommendations and Case Summaries
Einstein Service Replies - https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_enable.htm&type=5 and Close Case Summaries. There is no other option regarding the Salesforce technology. So others are just mixed words.
Case Classification is correct. There's no Case Summaries (but Work Summaries can do case summary job).
upvoted 3 times
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