Salesforce Exam B2B-Solution-Architect Topic 3 Question 4 Discussion

Actual exam question for Salesforce's B2B-Solution-Architect exam

Question #: 4
Topic #: 3

Universal Containers (UC) is about to start a massive digital transformation project across multiple service channels. UC plans on using Service Cloud, Omni-Channel, chatbots, Knowledge, and Einstein AI throughout all the service capabilities. Before discovery can start, the key stakeholder would like to see the automated chat capabilities in action. They currently use a third-party Knowledge Base and are wondering what is the value of it over Salesforce Knowledge. They believe it will be chatbots but they are unsure.

What is one of the key benefits the Solution Architect should address within the context of the demo?

ADemo how the chatbot can provide a response to a customer's request by bringing together content from Knowledge articles.

BDemo how the chatbot can anticipate the responses of the customer before they make it, and generate Knowledge article responses based on what they have bought.

CDemo how the chatbot can utilize Knowledge within it to deflect customer issues before a case is created.

DDemo how a human being can have a real conversation with an Einstein Al-driven chatbot.

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Suggested Answer: C

by Olive at Nov 20, 2022, 11:05 AM

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