Which feature in Einstein for Service should the support team use?

A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries.

Responses must be grounded in the organization’s knowledge base to maintain consistency and accuracy.

Which feature in Einstein for Service should the support team use?
A . Einstein Service Replies
B . Einstein Reply Recommendations
C . Einstein Knowledge Recommendations

Answer: B

Explanation:

The support team should use Einstein Reply Recommendations to provide quick, relevant responses to customer inquiries that are grounded in the organization’s knowledge base. This feature leverages AI to recommend accurate and consistent replies based on historical interactions and the knowledge stored in the system, ensuring that responses are aligned with organizational standards.

Einstein Service Replies (Option A) is focused on generating replies but doesn’t have the same emphasis on grounding responses in the knowledge base.

Einstein Knowledge Recommendations (Option C) suggests knowledge articles to agents, which is more about assisting the agent in finding relevant articles than providing automated or AI-generated responses to customers.

Salesforce AI Specialist

Reference: For more information on Einstein Reply Recommendations:

https://help.salesforce.com/s/articleView?id=sf.einstein_reply_recommendations_overview.htm