Explanation:

When a customer wants to personalize interactions based on past purchase history, the most forward-looking and scalable approach is to use AI-powered tools that can analyze historical data and generate personalized recommendations or support responses. Salesforce offers powerful future-ready capabilities like Einstein AI to deliver intelligent, contextual engagement — making Option C the most suitable and strategic answer.

🔴 Option A: Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history
While having Knowledge Base articles that suggest related products can help, they are typically static resources. Without dynamic personalization, they rely on the customer to find and interpret the right article. This approach is helpful for general support but lacks the intelligence and automation needed to deliver personalized engagement at scale. It's a good supplement, but not a robust personalization engine.

🔴 Option B: Integrate with the CRM system to access customer data and personalize case handling approaches
Integrating with the CRM to access purchase history is a foundational step. It allows agents to see what products the customer has purchased, which helps in manually tailoring responses. However, this approach still relies on the agent’s ability to interpret and act on that data. While important, this method does not automate or scale personalization, making it less effective for future-ready personalization needs.

✅ Option C: Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities ✅ (Correct Answer)
This is the most future-oriented solution. Salesforce's AI capabilities — such as Einstein Case Classification, Einstein Article Recommendations, and Next Best Action — can:
✔️ Automatically analyze customer purchase history
✔️ Suggest relevant products or offers
✔️ Deflect cases by providing intelligent self-service options
✔️ Increase conversion rates through proactive personalization

These tools can provide a personalized experience without increasing agent workload, making the engagement feel smarter and more relevant. It not only improves customer satisfaction but also opens new revenue opportunities via intelligent upselling.

🔴 Option D: Implement dynamic routing based on purchase history to connect customers with appropriate agents
Dynamic routing can improve efficiency and help match customers with agents who specialize in specific products or tiers. However, this is more of a resource allocation tactic than a personalization strategy. It supports better service delivery but does not personalize the interaction content itself. It can complement other efforts, but on its own, it does not leverage AI or predictive insights for true customization.

🧩 Summary:
To personalize customer interactions at scale based on purchase history, AI-powered tools (like Einstein for Service) offer the most powerful and scalable path forward. These tools can automate personalized suggestions, guide customers to the right solutions, and even offer upsell opportunities — all in real-time and without manual intervention.

📚 Official Salesforce Reference:
🔗 Considerations for Einstein for Field Service