A support manager wants an agent to summarize cases but prevent it from exposing customer PII. Which feature directly addresses this requirement?

The correct answer is C. Einstein Trust Layer data masking. The Einstein Trust Layer includes a data masking capability that automatically detects and masks sensitive data (such as names, phone numbers, email addresses, and other PII) before it is sent to the LLM and before responses are returned to users. This directly prevents PII…

AI Features for Service (e.g., Einstein Bots, Next Best Action)

Question

Options

APrompt Builder
BField-level security
CEinstein Trust Layer data masking
DCase assignment rules

How the community answered

(35 responses)

A
3% (1)
B
3% (1)
C
86% (30)
D
9% (3)

Explanation

The Einstein Trust Layer includes a data masking capability that automatically detects and masks sensitive data (such as names, phone numbers, email addresses, and other PII) before it is sent to the LLM and before responses are returned to users. This directly prevents PII from leaking through agent responses. Prompt Builder (A) constructs prompts but does not inherently mask sensitive data. Field-level security (B) controls which fields users can see in the Salesforce UI but does not prevent already-accessible PII from appearing in AI-generated summaries. Case assignment rules (D) route cases to agents and are unrelated to PII protection.

Topics

#Einstein Trust Layer#Data Masking#PII Protection#AI Summarization

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