Salesforce AI Specialist Practice Exam

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Which feature helps agents create an outline of completed conversations within a case, including the issue and resolution?

A Einstein Service Replies for Chat
B Einstein Work Summaries
C Einstein Article Recommendations
D Einstein Interaction Recap

The correct answer is: B Einstein Work Summaries

The feature that assists agents in creating an outline of completed conversations within a case, including details of the issue and the resolution, is Einstein Work Summaries. This functionality leverages AI to automatically generate summaries of discussions, allowing agents to quickly understand past interactions and efficiently document case progress. By utilizing this feature, agents can focus on immediate customer needs instead of spending excessive time reviewing previous conversations, which enhances service efficiency and accuracy. Other options involve different functionalities; for instance, Einstein Service Replies for Chat focuses on generating responses for customer inquiries. Einstein Article Recommendations helps agents and customers access relevant articles based on the context of the conversation, while Einstein Interaction Recap may cover broader interactions but doesn’t specifically emphasize the structured summary of individual cases as Work Summaries does. This makes Einstein Work Summaries the most relevant feature for outlining completed conversations in the context given.