Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base.
Which AI capability should UC use?
Correct Answer:B
ForUniversal Containers (UC)to offer personalized service experiences and reduce agent handling time using AI-generated responses grounded in theKnowledge base, the best solution isEinstein Service Replies for Email. This capability leverages AI to automatically generate responses to service-related emails based on historical data and theKnowledge base, ensuring accuracy and relevance while saving time for service agents.
✑ Einstein Email Replies(option A) is more suited for sales use cases.
✑ Einstein Generative Service Replies for Email(option C) could be a future offering, but as of now,Einstein Service Replies for Emailis the correct choice for grounded, knowledge-based responses.
References:
✑ Einstein Service Replies Overview:https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies. htm
Universal Containers (UC) noticed an increase in customer contract cancellations in the last few months. UC is seeking ways to address this issue by implementing a proactive outreach program to
customers before they cancel their contracts and is asking the Salesforce team to provide suggestions.
Which use case functionality of Model Builder aligns with UC's request?
Correct Answer:B
Customer churn predictionis the best use case forModel Builderin addressingUniversal Containers'concerns about increasing customer contract cancellations. By implementing a model that predicts customer churn,UCcan proactively identify customers who are at risk of canceling and take action to retain them before they decide to terminate their contracts. This functionality allows the business to forecast churn probability based on historical data and initiate timely outreach programs.
✑ Option Bis correct becausecustomer churn predictionaligns withUC'sneed to
reduce cancellations through proactive measures.
✑ Option A(product recommendation prediction) is unrelated to contract cancellations.
✑ Option C(contract renewal date prediction) addresses timing but does not focus on predicting potential cancellations.
References:
✑ Salesforce Model Builder Use Case Overview:https://help.salesforce.com/s/articleView?id=sf.model_builder_use_case s.htm
An AI Specialist wants to include data from the response ofexternal service invocation (REST API callout) into the prompt template.
How should the AI Specialist meet this requirement?
Correct Answer:B
An AI Specialist wants to include data from the response of an external service invocation (REST API callout) into a prompt template. The goal is to incorporate dynamic data retrieved from an external API into the AI-generated content.
Solution:
✑ Use External Service Record Merge Fields
✑ External Service Integration:
✑ External Service Record Merge Fields:
Implementation Steps:
✑ Register the External Service:
✑ Create a Named Credential:
✑ Use External Service in Flow:
✑ Configure the Prompt Template:
Why Other Options are Less Suitable:
✑ Option A (Convert the JSON to an XML merge field):
✑ Option C (Use ??Add Prompt Instructions?? flow element):
References:
✑ Salesforce AI Specialist Documentation -Integrating External Services with Prompt Templates:
✑ Salesforce Help -Using Merge Fields with External Data:
✑ Salesforce Trailhead -External Services and Flow:
Conclusion:
By using External Service Record merge fields, the AI Specialist can effectively include data from external REST API responses into prompt templates, ensuring that the AI- generated content is enriched with up-to-date and relevant external data.
Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge.
Which step should UC take to meet this requirement?
Correct Answer:B
To meetUniversal Containers'goal of improving efficiency and reducing agent handling time with AI-generated responses, the best approach is to enableService Replies,Service AI Grounding, andGrounding with Knowledge.
✑ Service Repliesgenerates responses automatically.
✑ Service AI Groundingensures that the AI is using relevant case data.
✑ Grounding with Knowledgeensures that responses are backed by Salesforce Knowledge articles, allowing agents to identify whether a response is coming from theLLMorSalesforce Knowledge.
✑ Option Cdoes not includeService Replies, which is necessary for generating AI responses.
✑ Option Alacks theGrounding with Knowledge, which is essential for identifying response sources.
For more details, refer toSalesforce Service AI documentationon grounding and service replies.
Universal Containers recently launched a pilot program to integrate conversational AI into its CRM business operations with Einstein Copilot.
How should the AI Specialist monitor Copilot's usability and the assignment of actions?
Correct Answer:C
To monitorEinstein Copilot'susability and the assignment of actions, the AI Specialist should runEinstein Copilot Analytics. This feature provides insights into how often Copilot is used, the types ofactions it is handling, and overall user engagement with the system. It??s the most effective way to track Copilot's performance and usage patterns.
✑ Platform Debug Logsare not relevant for tracking user behavior or the assignment
of Copilot actions.
✑ Querying the Copilot log data via the Metadata APIwould not provide the necessary insights in a structured manner.
For more details, refer toSalesforce's Copilot Analytics documentationfor tracking AI- driven interactions.