When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

Question

Options

• AEinstein Reply Recommendations
• BEinstein Service Replies
• CEinstein Grounding

• A
  6% (1)
• B
  88% (15)
• C
  6% (1)

Explanation

Einstein Service Replies is a generative AI feature that automatically drafts chat replies and email responses for service agents based on Salesforce Knowledge articles. It uses large language models (LLMs) to compose contextually relevant, grounded responses during live customer interactions. Einstein Reply Recommendations (A) is an older, non-generative feature that surfaces pre-written suggested responses from existing content-it does not generate new text. Einstein Grounding (C) is a general concept/mechanism within the Einstein Trust Layer that anchors AI responses to trusted data sources, not a standalone user-facing reply feature.

No community discussion yet for this question.