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Universal Containers (UC) has recently received an increased number of support cases. As a result, UC has hired more customer support reps and has started to assign some of the ongoing cases to newer reps. Which generative AI solution should the new support reps use to understand the details of a case without reading through each case comment?
Correct Answer: C
New customer support reps at Universal Containers can use Einstein Work Summaries to quickly understand the details of a case without reading through each case comment. Work Summaries leverage generative AI to provide a concise overview of ongoing cases, summarizing all relevant information in an easily digestible format. Einstein Copilot can assist with a variety of tasks but is not specifically designed for summarizing case details. Einstein Sales Summaries are focused on summarizing sales-related activities, which is not applicable for support cases. For more details, refer to Salesforce documentation on Einstein Work Summaries.
