Q: 3
Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge
articles. UC is concerned that there are many legacy fields, with data that might not be applicable for
Einstein AI to draft accurate email responses.
Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?
Options
Discussion
Option A This matches what I've seen in recent practice sets. Love how clear-cut this one is compared to some of the trickier scenario questions.
A fits for the strict "defined data source" part, since Service AI Grounding lets you pick which fields and articles the AI can use. If the question just wanted general content from the record, C would make sense, but having to filter out legacy/irrelevant data really points to A imo. Anyone see something that rules it out?
I think it should be C here. Service Replies is what handles generating AI-based responses using email context, so I figured that's how you ensure the bot only uses data from the actual message, not random legacy fields. Not 100% but that was my logic, open to other thoughts.
A is wrong, B. C and B both sound plausible but they don't let you filter out legacy fields for AI grounding. Pretty sure it's A since that's the feature to pick exactly what data Einstein looks at, not the others.
I don’t think C is right, A fits better. With Service AI Grounding, you can actually control which fields and articles Einstein uses, so legacy or irrelevant data can be excluded. C sounds close but doesn’t handle the legacy field problem. Let me know if you see it differently.
A , C is tempting but Grounding specifically lets you filter out those legacy fields for Einstein. See similar wording on practice sets.
If legacy fields are the concern and you want to restrict AI to trusted data, A. Service AI Grounding.
C
Option C. seen this in some practice exams and official docs focus a lot on Service Replies.
Its C, not A. Service Replies lets Einstein draft responses using email context, that's how the AI works with actual customer requests, right? I think the grounding thing is more about summarizing than picking sources.
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