Salesforce-AI-Specialist Exam Dumps : Salesforce Certified AI Specialist Exam

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 ofEinstein Reply RecommendationsandCase Classificationis 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.

When configuring acustom prompt templateto use related lists, the AI Specialist must be aware of themaximum number of related list merge fieldsthat can be included. Salesforce enforces limits to ensure prompt templates perform efficiently and do not overload the system with too much data. As a best practice, it's important to monitor and optimize the number of merge fields used.

Option Bis correct because there is a limit on how many related list merge fields can be included in a prompt template.

Option A(text encoding) andOption C(XML/JSON rendering) are not key considerations in this context.

References:

Salesforce Prompt Builder Documentation:

Sales Insight Summary aggregates key data points from multiple Salesforce objects (accounts, contacts, leads, opportunities) into a consolidated view, enabling account managers to quickly access relevant information for customer calls.

Option A (Sales Summaries): Typically refers to Einstein-generated summaries of specific interactions (e.g., emails, calls), not multi-object snapshots.

Option C (Work Summaries): Focuses on summarizing customer service interactions (e.g., chat transcripts), not sales data.

Option B (Sales Insight Summary): Directly provides a holistic snapshot of sales-related objects, aligning with the scenario.

References:

Salesforce Help: Sales Insight Overview

Describes Sales Insight Summary as "a unified view of account, contact, and opportunity data for sales readiness."