Q: 8
A support team handles a high volume of chat interactions and needs a solution to provide quick,
relevant responses to customer inquiries.
Responses must be grounded in the organization's knowledge base to maintain consistency and
accuracy.
Which feature in Einstein for Service should the support team use?
Options
Discussion
Don’t think B is right here. A fits better because it actually grounds replies in the org’s KB for chat.
Anyone else notice in exam reports that 'grounded' to KB almost always points to A for chat use cases?
A but not 100 percent sure. Feels most aligned since it actually uses the knowledge base directly for chat replies.
A, Saw similar in some exam reports, Service Replies is the one that's actually grounded in the KB for chat, not just recommendations. If they're asking about responses with knowledge base consistency, A matches best imo.
A . Einstein Service Replies (A) actually uses the org's knowledge base to generate chat responses, which covers the consistency and grounding part in the question. B is more about recommendations, not direct KB-based replies. I saw this type of question on another set too and A was expected. Pretty sure that's what they're after here, but open to other thoughts.
Its D but I’m actually not fully convinced. Both A and B use AI for chat reply, but pretty sure only A guarantees grounding answers in your org’s knowledge base. Maybe A is better, unless I’m missing something?
B or A depending on how strict "grounded" means. If it's literal, A is the only feature that uses the org's KB to directly generate chat responses. But if quick auto-suggestions also count and you don't care if it's not word-for-word from a knowledge article, B could be a contender. I think it's A, but it hinges on wording.
Has to be A for this one. Service Replies actually uses the org's own knowledge base so the responses stay accurate and consistent, which the question specifically calls out. Pretty sure that's what they're after here.
But if the org’s knowledge base isn’t fully maintained, A could still give out outdated info. B
Don’t think B works here, since reply recommendations aren’t strictly grounded in the KB, which is what the question wants. A looks right. Similar question popped up in practice-trap is mixing up quick suggestions (B) vs actual KB-grounded replies (A).
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