Salesforce AI Specialist Practice Exam

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Which Service Cloud feature predicts and fills a summary, issue, and resolution after customer conversations?

Einstein Service Replies
Call Explorer
Work Summaries
Data Masking

The correct answer is: Work Summaries

The feature that predicts and fills a summary, issue, and resolution after customer conversations is Work Summaries. This functionality leverages AI to automatically analyze and extract key information from customer interactions, typically from chat or voice conversations. By summarizing these interactions, it helps service agents quickly understand the context of the customer's issue, allowing for a more efficient resolution process. This predictive capability not only saves time but also enhances the overall customer experience by ensuring that agents have all necessary information readily available when engaging with a customer. Options such as Einstein Service Replies focus more on providing intelligent responses during live chats rather than summarizing past interactions, while Call Explorer is mainly a tool for reviewing and analyzing call data rather than generating summaries post-conversation. Lastly, Data Masking deals with securing sensitive data and is unrelated to summarizing customer interactions. Thus, Work Summaries stands out as the correct answer due to its specific function and benefits in a service-oriented context.