Salesforce Salesforce-AI-Specialist Exam Dumps - Actual Questions Answers

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.

References:

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.

Universal Containers is considering the use of the Einstein Trust Layer along with Einstein Generative AI Audit Data. The Einstein Trust Layer provides a secure and compliant way to use AI by offering features like data masking and toxicity assessment.

The audit data available through the Einstein Trust Layer includes information about masked data—which ensures sensitive information is not exposed—and the toxicity score, which evaluates the generated content for inappropriate or harmful language.

References:

Salesforce AI Specialist Documentation - Einstein Trust Layer: Details the auditing capabilities, including logging of masked data and evaluation of generated responses for toxicity to maintain compliance and trust.

To provide the sales team with insights into product and competitor names mentioned during calls, Universal Containers should:

Enable Einstein Conversation Insights: Activates the feature that analyzes call recordings for valuable insights.

Enable Sales Recording: Allows calls to be recorded within Salesforce without needing an external recording provider.

Assign Permission Sets: Grants the necessary permissions to sales team members to access and utilize conversation insights.

Customize Insights: Configure the system to track mentions of up to 50 products and 50 competitors, providing tailored insights relevant to the organization's needs.

Option C accurately reflects these steps. Option A mentions defining recording managers but omits enabling sales recording within Salesforce. Option B suggests connecting a recording provider and limits customization to 25 products, which does not fully meet UC's requirements.

References:

Salesforce AI Specialist Documentation - Setting Up Einstein Conversation Insights: Provides instructions on enabling conversation insights and sales recording.

Salesforce Help - Customizing Conversation Insights: Details how to customize insights with up to 50 products and competitors.

Salesforce AI Specialist Exam Guide: Outlines best practices for implementing AI features like Einstein Conversation Insights in a sales context.

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