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Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the most relevant data sources. The
team needs to configure the system to include all supported objects for grounding.
Which objects should UC select to configure Service AI Grounding?
Universal Containers (UC) is implementing Service AI Grounding to enhance its customer service operations. They aim to ensure that AI-generated responses are grounded in the most relevant data sources and need to configure the system to include all supported objects for grounding.
Supported Objects for Service AI Grounding:
Case
Knowledge
Case Object:
Role in Grounding: Provides contextual data about customer inquiries, including case details, status, and history.
Benefit: Grounding AI responses in case data ensures that the information provided is relevant to the specific customer issue being addressed.
Knowledge Object:
Role in Grounding: Contains articles and documentation that offer solutions and information related to common issues.
Benefit: Utilizing Knowledge articles helps the AI provide accurate and helpful responses based on verified information.
Exclusion of Other Objects:
Case Notes and Case Emails:
Not Supported for Grounding: While useful for internal reference, these objects are not included in the supported objects for Service AI Grounding.
Reason: They may contain sensitive or unstructured data that is not suitable for AI grounding purposes.
Why Options A and C are Incorrect:
Option A (Case, Knowledge, and Case Notes):
Case Notes Not Supported: Case Notes are not among the supported objects for grounding in Service AI.
Option C (Case, Case Emails, and Knowledge):
Case Emails Not Supported: Case Emails are also not included in the list of supported objects for grounding.
Universal Containers, dealing with a high volume of chat inquiries, implements Einstein Work Summaries to boost productivity.
After an agent-customer conversation, which additional information does Einstein generate and fill, apart from the "summary"'
Einstein Work Summaries automatically generate concise summaries of customer interactions (e.g., chat transcripts). Beyond the 'summary' field, it extracts and populatesIssue(key problem discussed) andResolution(action taken to resolve the issue). These fields help agents and supervisors quickly grasp the conversation's context without reviewing the full transcript.
Sentiment Analysis and Emotion Detection (Option A):While Einstein Conversation Insights provides sentiment scores and emotion detection, these are separate from Work Summaries. Work Summaries focus on factual summaries, not sentiment.
Draft Survey Request Email (Option B):Not part of Work Summaries. This would require automation tools like Flow or Email Studio.
Issue and Resolution (Option C):Directly referenced in Salesforce documentation as fields populated by Einstein Work Summaries.
Salesforce Help Article:Einstein Work Summaries
Einstein Work Summaries focus on 'key details likeIssueandResolution' alongside summaries.
Contrast withEinstein Conversation Insightsfor sentiment/emotion analysis.
Which configuration must an AI Specialist complete for users to access generative Al-enabled fields in the Salesforce mobile app?
Context of the Question
Universal Containers (UC) has generative AI--enabled fields that users can access in the desktop experience.
The AI Specialist needs these same fields to be visible and usable in the Salesforce Mobile App.
Why Dynamic Forms on Mobile?
Dynamic Forms allow you to configure record pages so that fields and sections can appear or be hidden based on certain criteria.
When you enable ''Dynamic Forms for Mobile,'' any generative AI--enabled fields placed on the dynamic layout become accessible in the Salesforce mobile experience.
There is no standard Setup option labeled ''Enable Mobile Generative AI'' or ''Enable Mobile Prompt Responses'' as a universal toggle; the existing official approach is to ensure dynamic forms (and the relevant fields) are supported on mobile.
Conclusion
Ensuring that these AI-driven fields are visible on mobile is accomplished by turning on Dynamic Forms on Mobile and adding those fields to the dynamic layout. Therefore, Option C is correct.
Salesforce AI Specialist Reference & Documents
Salesforce AI Specialist Study Guide Reiterates that to expose generative AI fields or components in mobile, you must configure dynamic forms and ensure compatibility on mobile layouts.
Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects to prompt templates.
Which type of flow should UC use?
In this scenario, Universal Containers wants to bring data from unified Data Cloud objects into prompt templates, and the best way to do that is through a Data Cloud-triggered flow. This type of flow is specifically designed to trigger actions based on data changes within Salesforce Data Cloud objects.
Data Cloud-triggered flows can listen for changes in the unified data model and automatically bring relevant data into the system, making it available for prompt templates. This ensures that the data is both real-time and up-to-date when used in generative AI contexts.
For more detailed guidance, refer to Salesforce documentation on Data Cloud-triggered flows and Data Cloud integrations with generative AI solutions.
When configuring a prompt template, an AI Specialist previews the results of the prompt template they've written. They see two distinct text outputs: Resolution and Response.
Which information does the Resolution text provide?
When previewing a prompt template in Salesforce, the Resolution text provides the response from the LLM (Large Language Model) based on the data from a sample record. This output shows what the AI model generated in response to the prompt, giving the AI Specialist a chance to review and adjust the response before finalizing the template.
Option B is correct because Resolution displays the actual response generated by the LLM.
Option A refers to sending the text to the Trust Layer, but that's not what Resolution represents.
Option C relates to data masking, which is shown elsewhere, not under Resolution.
