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
rightEinstein Reply Recommendations seems ideal for the first need (reducing typing in chat), and Einstein Case Classification or Einstein Field Service (depending on whether this is specifically for field service cases) would address the second need (suggesting case field values).
Case Classification: Predicts field values like Priority, Reason, or Type for classifying incoming cases based on the text a customer presents in the case Subject and Description.
Answer:A
There is no feature called Case summary. so, C is not an option. Case Classification is used when a case is logged. Since, question has post-chat analysis, work summaries is the suitable choice.
Why Options A and B are Less Suitable:
* Option A (Einstein Service Replies and Work Summaries):
* Einstein Service Replies:Similar to Reply Recommendations but typically used for email and not live chat.
* Work Summaries:Provides summaries of customer interactions but does not assist in field value suggestions.
* Option B (Einstein Reply Recommendations and Case Summaries):
* Case Summaries:Generates a summary of the case details but does not help in suggesting field values.
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).
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