Universal Containers has recently implemented Chat and is looking for recommendations
about how to improve agents’ ability to find the appropriate answer while chatting with
customers.
What should a consultant recommend to meet this requirement?
A. Einstein Reply Recommendations
B. Einstein Article Recommendations
C. Action & Recommendations component
B. Einstein Article Recommendations
Explanation:
Universal Containers wants to improve agents' ability to find appropriate answers during live chat with customers. The key focus is on surfacing relevant knowledge to support agents while they are chatting.
Let’s break down each option:
🔍 A. Einstein Reply Recommendations Purpose: Suggests short, automated replies that agents can send in chat.
Good for: Reducing typing time, increasing chat efficiency.
Limitation: Doesn't help find knowledge articles or detailed answers.
Conclusion: Not the best fit for surfacing appropriate answers.
📚 B. Einstein Article Recommendations ✅
Purpose: Uses AI to recommend relevant knowledge articles based on the context of the chat or case.
How it helps:
Suggests articles in real time based on customer queries.
Helps agents quickly find detailed and relevant answers to send.
Perfect fit for the requirement of improving agents’ ability to find the appropriate answer.
Also integrates into the Service Console for seamless use.
✅ Best choice for this scenario.
🧰 C. Action & Recommendations component Purpose: Offers recommended quick actions or flows, based on screen flow logic.
Good for: Guiding agents through procedural steps or automation.
Limitation: Not specifically designed for knowledge article suggestions.