Q: 15
[Industry Knowledge]
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key
performance indicators (KPIs) and product support planning within its Service organization. CK has at
least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has
yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?
Options
Discussion
A . Article recommendations are good for self-service, but the question is about predicting case values and KPIs, which fits classification way more. The trap is going straight to article recs or enabling AI without checking data quality first.
Option A, but only because Einstein Classification needs clean, labeled case data before setup. Details matter in the dataset.
C imo, similar question popped up for me in a practice set and it was about turning on Einstein Service AI as soon as enough cases existed.
B tbh, since article recommendations would still help with support and KPIs. The trap is thinking you always need classification first.
A saw a similar question mentioned in some exam reports. Needed to address data quality first before enabling Einstein for predictions.
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