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Question 62

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Question 62/117

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours or on holidays.

B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

C. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business hours.

Correct Answer: B

To ensure the Einstein Bot directs cases appropriately based on business hours and holidays, configuring it with an action that checks for business hours and holiday schedules is essential. This setup allows the bot to intelligently manage customer interactions, directing them to live agents during operational hours or to alternative support options, like a case submission form, when live support is not available, thus maintaining a seamless customer experience.

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