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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 meet Universal Containers' goal of improving efficiency and reducing agent handling time with AI-generated responses, the best approach is to enable Service Replies, Service AI Grounding, and Grounding with Knowledge. Service Replies generates responses automatically. Service AI Grounding ensures that the AI is using relevant case data. Grounding with Knowledge ensures that responses are backed by Salesforce Knowledge articles, allowing agents to identify whether a response is coming from the LLM or Salesforce Knowledge. Option C does not include Service Replies, which is necessary for generating AI responses. Option A lacks the Grounding with Knowledge, which is essential for identifying response sources. For more details, refer to Salesforce Service AI documentation on grounding and service replies.
