Salesforce Certified AI Specialist — Question 10

Universal Containers wants to reduce overall agent handling time by minimizing the time spent typing routine answers for common questions in-chat, and reducing the post-chat analysis by suggesting values for case fields.

Answer options

• A. Einstein Service Replies and Work Summaries
• B. Einstein Reply Recommendations and Case Classification
• C. Einstein Reply Recommendations and Case Summaries

Correct answer: B

Explanation

The correct answer, B, is suitable because Einstein Reply Recommendations suggest appropriate responses based on previous interactions, while Case Classification helps in sorting and categorizing cases efficiently. Options A and C do not address the need for case field suggestions and classification, making them less effective for the stated goal.