Salesforce AI Specialist Practice Exam

Which feature suggests updates based on case details and previous similar cases?

1. Post-Case Survey

2. Einstein Case Closure Automation

3. Einstein Case Wrap-Up

4. Knowledge Article Suggestions

The correct answer is: Einstein Case Wrap-Up

The feature that suggests updates based on case details and previous similar cases is Einstein Case Wrap-Up. This functionality leverages machine learning algorithms to analyze the information within a current case and matches it with historical cases that bear similar characteristics. As a result, it can present relevant information and updates that can help customer support agents in effectively resolving cases, increasing efficiency, and ensuring consistency in case resolution. By utilizing insights from past cases, Einstein Case Wrap-Up enables agents to quickly access pertinent information that may provide context or solutions relevant to the case at hand. This capability enhances the overall support experience for both agents and customers, allowing for informed decision-making based on data-driven suggestions. The other options represent different functionalities within the Salesforce ecosystem, but they do not specifically focus on providing updates based on case details and related historical data in the same way that Einstein Case Wrap-Up does. For instance, post-case surveys gather feedback from customers after a case is closed, while knowledge article suggestions typically provide relevant articles to agents for reference but don't relate to suggesting updates based on previous cases explicitly. Einstein Case Closure Automation focuses on automating the closure process for cases rather than providing context or updates during case handling.