Explanation:

Cloud Kicks’ customers use a proprietary e-commerce site to order customized shoes and want to frequently check their order status in an automated, self-service manner. The goal is to provide a solution that integrates with the e-commerce site and enables customers to independently access order status updates without agent intervention. Let’s evaluate the options:

A. Configure a Visual Remote Assistant: Visual Remote Assistant (VRA) is a Salesforce feature that enables live, video-based support where agents can interact with customers in real time, often using augmented reality to guide them. While powerful for complex support scenarios (e.g., troubleshooting physical products), VRA requires agent involvement and is not an automated self-service solution. It’s unsuitable for frequent, simple order status checks on an e-commerce site, as it’s resource-intensive and contradicts the self-service requirement.

B. Create an Einstein Bot:
This is the best recommendation. Salesforce Einstein Bots are AI-powered chatbots that can be embedded into websites, including proprietary e-commerce platforms, to provide automated, conversational self-service. An Einstein Bot can be configured to integrate with Salesforce data (e.g., order records) or external systems via APIs to retrieve and display real-time order status. Customers can interact with the bot through a chat interface on the e-commerce site, asking questions like “What’s the status of my order?” The bot can authenticate users (e.g., via order number or email) and provide instant responses, reducing the need for human agents.

Key Features:
Integration: Bots can connect to Salesforce objects (e.g., Orders or Cases) or external systems using APIs or middleware to fetch order status.
Conversational AI: Natural language processing (NLP) allows customers to ask questions in their own words.
Scalability: Handles high volumes of inquiries 24/7, ideal for frequent checks.
Customization: Can be branded and embedded into the e-commerce site for a seamless experience.
Escalation: If needed, the bot can transfer complex queries to a live agent.
Setup Requirements: Requires enabling Einstein Bots, configuring dialog flows for order status queries, and integrating the bot with the e-commerce site (e.g., via JavaScript snippet or API). Data integration with the proprietary system may need custom development or middleware (e.g., MuleSoft).
This aligns perfectly with the goal of automated self-service on the e-commerce site.

C. Build a Screen Flow:
Salesforce Screen Flows are used to create guided, interactive processes within Salesforce, typically for internal users (e.g., agents) or within Experience Cloud sites. While Screen Flows could be used to build a form for customers to input an order number and view status, they are not ideal for external, proprietary e-commerce sites. Embedding a Screen Flow on a non-Salesforce platform is complex, requiring custom development or an Experience Cloud site, which isn’t mentioned in the scenario. Additionally, Screen Flows are form-based and less intuitive for conversational self-service compared to a chatbot. This option is less practical and user-friendly for the e-commerce context.
Einstein Bots provide a scalable, user-friendly, and automated solution that integrates seamlessly with a proprietary e-commerce site, meeting the need for frequent order status checks.

References:
Salesforce Help: Einstein Bots Overview
Salesforce Help: Embed Einstein Bots in Websites
Salesforce Help: Integrate Bots with External Systems