CRT-261 · Question #63
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…
The correct answer is C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active. To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to…
Question
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?
Options
- AConfigure the Einstein Bot to direct customers to an agent except for designated holidays and
- BConfigure the Einstein Bot with a default message when customers log a case letting them know
- CConfigure the Einstein Bot with an Action that queries for the Default Business Hours and active
How the community answered
(20 responses)- A15% (3)
- B10% (2)
- C75% (15)
Explanation
To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.
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