AI-201 Exam Dumps | Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce Service Agent

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Salesforce.AI-201.v2026-06-30.q147
Question 132

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Question 132/147

Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce Service Agent handling time by providing recommended replies based on the existing Knowledge articles.
On which AI capability should UC train the service agents?

A. Service Replies

B. Case Replies

C. Knowledge Replies

Correct Answer: A

Service Replies (specifically Einstein Service Replies) is the Salesforce Generative AI functionality designed to automatically draft responses for service agents in real-time, based on contextual information, including existing knowledge articles. This directly addresses Universal Containers' need to reduce handling time by providing recommended replies grounded in their knowledge base

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