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Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge. Which step should UC take to meet this requirement?
Correct Answer: B
To meetUniversal Containers'goal of improving efficiency and reducing agent handling time with AI- generated responses, the best approach is to enableService Replies,Service AI Grounding, andGrounding with Knowledge. * Service Repliesgenerates responses automatically. * Service AI Groundingensures that the AI is using relevant case data. * Grounding with Knowledgeensures that responses are backed by Salesforce Knowledge articles, allowing agents to identify whether a response is coming from theLLMorSalesforce Knowledge. * Option Cdoes not includeService Replies, which is necessary for generating AI responses. * Option Alacks theGrounding with Knowledge, which is essential for identifying response sources. For more details, refer toSalesforce Service AI documentationon grounding and service replies.
