Salesforce AI Specialist Practice Exam

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Which Einstein feature automatically resolves common issues in chat and messaging channels?

Einstein Bots
Einstein Article Recommendations
Einstein Case Classification
Einstein Work Summaries

The correct answer is: Einstein Bots

Einstein Bots automatically resolve common issues in chat and messaging channels by utilizing natural language processing and machine learning capabilities to understand and respond to customer inquiries. These bots are designed to handle frequently asked questions and provide instant assistance, thereby reducing the workload on human agents. By engaging with customers in real-time and providing immediate responses to straightforward queries, Einstein Bots enhance the overall customer service experience and improve efficiency within support teams. While the other features, such as Einstein Article Recommendations and Einstein Case Classification, serve valuable roles in customer service and support, they do not primarily focus on the automated resolution of issues in chat and messaging. Einstein Article Recommendations aid in suggesting relevant articles for common inquiries, and Case Classification helps categorize incoming cases for better management. Einstein Work Summaries generate summaries of interactions but do not actively resolve issues in real-time like Einstein Bots do.