When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?
When acustomer chat is initiated,Einstein Service Repliesprovidesgenerative AI replies or draft emailsbased on recommendedKnowledge articles. This feature uses the information from theSalesforce Knowledge baseto generate responses that are relevant to the customer's query, improving the efficiency and accuracy of customer support interactions.
Option Bis correct becauseEinstein Service Repliesis responsible for generating AI-driven responses based on knowledge articles.
Option A(Einstein Reply Recommendations) is focused on recommending replies but does not generate them.
Option C(Einstein Grounding) refers to grounding responses in data but is not directly related to drafting replies.
[:, Einstein Service Replies Overview:https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies.htm, ]
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