Câu 2: Salesforce Certified B2B Solution Architect

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?

1. A. Demo how the chatbot can provide a response to a customer’s request by bringing together content from Knowledge articles.
2. B. Demo how the chatbot can utilize Knowledge within it to deflect customer issues before a case is created. — đáp án hiện tại
3. C. Demo 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.
4. D. Demo how a human being can have a real conversation with an Einstein AI-driven chatbot.