QUESTION: 17

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?

Einstein Service Replies
Einstein Reply Recommendations
Einstein Knowledge Recommendations

Answer(s): B

Explanation:

The support team should use Einstein Reply Recommendations to provide quick, relevant responses to customer inquiries that are grounded in the organization's knowledge base. This feature leverages AI to recommend accurate and consistent replies based on historical interactions and the knowledge stored in the system, ensuring that responses are aligned with organizational standards. Einstein Service Replies (Option A) is focused on generating replies but doesn't have the same emphasis on grounding responses in the knowledge base. Einstein Knowledge Recommendations (Option C) suggests knowledge articles to agents, which is more about assisting the agent in finding relevant articles than providing automated or AI-generated responses to customers.
Salesforce AI Specialist

Reference:

For more information on Einstein Reply Recommendations:
https://help.salesforce.com/s/articleView?id=sf.einstein_reply_recommendations_overview.htm

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QUESTION: 18

Universal Containers implemented Einstein Copilot for its users. One user complains that Einstein Copilot is not deleting activities from the past 7 days.
What is the reason for this issue?

Einstein Copilot Delete Record Action permission is not associated to the user.
Einstein Copilot does not have the permission to delete the user's records.
Einstein Copilot does not support the Delete Record action.

Answer(s): C

Explanation:

Einstein Copilot currently supports various actions like creating and updating records but does not support the Delete Record action. Therefore, the user's request to delete activities from the past 7 days cannot be fulfilled using Einstein Copilot.

Unsupported Action: The inability to delete records is due to the current limitations of Einstein Copilot's supported actions. It is designed to assist with tasks like data retrieval, creation, and updates, but for security and data integrity reasons, it does not facilitate the deletion of records. User Permissions: Even if the user has the necessary permissions to delete records within Salesforce, Einstein Copilot itself does not have the capability to execute delete operations.

Reference:

Salesforce AI Specialist Documentation - Einstein Copilot Supported Actions:
Lists the actions that Einstein Copilot can perform, noting the absence of delete operations.
Salesforce Help - Limitations of Einstein Copilot:
Highlights current limitations, including unsupported actions like deleting records.

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QUESTION: 19

Where should the AI Specialist go to add/update actions assigned to a copilot?

Copilot Actions page, the record page for the copilot action, or the Copilot Action Library tab
Copilot Actions page or Global Actions
Copilot Detail page, Global Actions, or the record page for the copilot action

Answer(s): A

Explanation:

To add or update actions assigned to a copilot, an AI Specialist can manage this through several areas:
Copilot Actions Page: This is the central location where copilot actions are managed and configured. Record Page for the Copilot Action: From the record page, individual copilot actions can be updated or modified.
Copilot Action Library Tab: This tab serves as a repository where predefined or custom actions for Copilot can be accessed and modified.
These areas provide flexibility in managing and updating the actions assigned to Copilot, ensuring that the AI assistant remains aligned with business requirements and processes.
The other options are incorrect:
B misses the Copilot Action Library, which is crucial for managing actions.

C includes the Copilot Detail page, which isn't the primary place for action management.

Reference:

Salesforce Documentation on Managing Copilot Actions
Salesforce AI Specialist Guide on Copilot Action Management

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QUESTION: 20

Universal Containers wants to reduce overall agent handling time minimizing the time spent typing routine answers for common questions in-chat, and reducing the post-chat analysis by suggesting values for case fields.
Which combination of Einstein for Service features enables this effort?

Einstein Service Replies and Work Summaries
Einstein Reply Recommendations and Case Summaries
Einstein Reply Recommendations and Case Classification

Answer(s): C

Explanation:

Universal Containers aims to reduce overall agent handling time by minimizing the time agents spend typing routine answers for common questions during chats and by reducing post-chat analysis through suggesting values for case fields.
To achieve these objectives, the combination of Einstein Reply Recommendations and Case Classification is the most appropriate solution.
1. Einstein Reply Recommendations:
Purpose: Helps agents respond faster during live chats by suggesting the best responses based on historical chat data and common customer inquiries.
Functionality:
Real-Time Suggestions: Provides agents with a list of recommended replies during a chat session, allowing them to quickly select the most appropriate response without typing it out manually. Customization: Administrators can configure and train the model to ensure the recommendations are relevant and accurate.
Benefit: Significantly reduces the time agents spend typing routine answers, thus improving efficiency and reducing handling time.
2. Case Classification:
Purpose: Automatically suggests or populates values for case fields based on historical data and patterns identified by AI.
Functionality:
Field Predictions: Predicts values for picklist fields, checkbox fields, and more when a new case is created.
Automation: Can be set to auto-populate fields or provide suggestions for agents to approve. Benefit: Reduces the time agents spend on post-chat analysis and data entry by automating the classification and field population process.
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.

Reference:

Salesforce AI Specialist Documentation - Einstein Reply Recommendations:
Details how Reply Recommendations assist agents in providing quick responses during live chats. Salesforce AI Specialist Documentation - Einstein Case Classification:
Explains how Case Classification predicts and suggests field values to streamline case management.
Salesforce Trailhead - Optimize Service with AI:
Provides an overview of AI features that enhance service efficiency.

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Free Salesforce-AI-Specialist Exam Braindumps (page: 5)

QUESTION: 17

Explanation:

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QUESTION: 18

Explanation:

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QUESTION: 19

Explanation:

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QUESTION: 20

Explanation:

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