Salesforce AI Specialist Practice Exam

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What feature can a customer support team use to decrease the time it takes to draft and send responses to customer inquiries?

A Einstein Case Classification
B Einstein Call Summaries
C Einstein Service Replies for Email
D Einstein Chat Assist

The correct answer is: C Einstein Service Replies for Email

The feature that allows a customer support team to decrease the time it takes to draft and send responses to customer inquiries is Einstein Service Replies for Email. This tool utilizes AI to generate automated, relevant responses to common customer questions. By analyzing incoming inquiries, it can help support agents quickly respond to customers without having to draft each response from scratch. This vastly enhances efficiency and allows support teams to improve their response times, ultimately leading to better customer satisfaction. The other options involve different functionalities; for instance, Einstein Case Classification is focused on automatically categorizing cases for better routing and management, Einstein Call Summaries is aimed at summarizing the content of calls to facilitate follow-up actions rather than drafting responses, and Einstein Chat Assist is designed to help chat agents with suggested responses but is not specifically aimed at email communications. Each of these tools serves its own purpose, but for the specific goal of speeding up the drafting and sending of email responses, Einstein Service Replies is the most relevant and effective choice.