Salesforce Certified Agentforce Specialist — Question 36

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

Answer options

Correct answer: B

Explanation

Einstein Service Replies is designed to generate AI-driven responses based on relevant Knowledge articles during customer interactions. The other options, while related to AI in some capacity, do not specifically focus on providing replies in the context of customer service chats.