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Exam Certified AI Specialist topic 1 question 30 discussion

Actual exam question from Salesforce's Certified AI Specialist
Question #: 30
Topic #: 1
[All Certified AI Specialist Questions]

A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries. Responses must be grounded in the organization’s knowledge base to maintain consistency and accuracy.
Which feature in Einstein for Service should the support team use?

  • A. Einstein Service Replies
  • B. Einstein Reply Recommendations
  • C. Einstein Knowledge Recommendations
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Suggested Answer: A 🗳️
by Aflow at Jan. 14, 2025, 8:29 p.m.

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Aflow
12 hours, 57 minutes ago
Selected Answer: B
The Einstein for Service feature that should be used is Einstein Reply Recommendations. This feature leverages AI to suggest relevant and pre-approved responses based on past chat interactions, ensuring agents can quickly respond with consistent and accurate information from the company's knowledge base, maintaining a high level of quality while handling a large volume of inquiries.
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