Salesforce Certified Service Cloud Consultant — Question 85

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

Which approach should the consultant recommend to start AI efforts at CK?

Answer options

• A. Review and address Case data issues and set up Einstein Article Recommendations.
• B. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.
• C. Review and address Case data issues and set up Einstein Classification Apps.

Correct answer: B

Explanation

The correct answer is B because enabling Einstein Service AI Grounding with Cases allows CK to utilize their existing closed cases to enhance AI capabilities effectively. Options A and C focus on addressing data issues and implementing other Einstein functionalities, but they do not directly initiate AI efforts as effectively as turning on Einstein Service AI Grounding does.