Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ101

Knowledge Management

Universal Containers’ (UC) customer support team has recently seen a substantial increase in Case Resolution times. UC wants to use Einstein for Service to help agents find relevant information more quickly.

Which feature should the consultant recommend?

  • A Einstein Bots
  • B Einstein Reply Recommendations
  • C Einstein Article Recommendations
Explanation

Einstein Article Recommendations analyzes case and knowledge-article data to recommend the articles most likely to resolve a customer inquiry. Recommendations appear for service reps in the Knowledge component, reducing the time spent manually searching for relevant information and helping speed case resolution.

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