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AgentForce > Use Generative AI in CRM > Flashcards

Use Generative AI in CRM Flashcards

1
Q

What can be used to assess and analyze sales calls?

A

Einstein Conversation Insights

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2
Q

What allows managers to ask questions about calls and interact with call data?

A

Call Explorer

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3
Q

What tool can be used to recommend improvements to sales call techniques?

A

Generative Insights

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4
Q

What can provide a quick snapshot of an Opportunity?

A

Sales Summary

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5
Q

What tool provides templates that make it easy to follow up with a client?

A

Einstein Sales Emails

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6
Q

What tool generates customized replies and assists with case closure?

A

Einstein for Service

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7
Q

What sources are used to generate replies with Einstein for Service?

A

Customer data, context of current interaction and customer knowledge base

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8
Q

When a case is closed, what is created and stored to the customer account?

A

Case summary

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9
Q

What is used to drive productivity, accelerate decision-making, close faster, and strengthening customer relationships?

A

Agentforce for Sales

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10
Q

What can be used to enhance self service and scale support?

A

Einstein Bots

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11
Q

What can be used to boost productivity for agents and admins?

A

Einstein Classification Apps

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12
Q

What can be used to close cases quickly at the end of a chat?

A

Einstein Case Wrap Up and Einstein Work Summaries

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13
Q

What can be used to decrease time spent searching for answers?

A

Einstein Article Recommendations

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14
Q

What can be used to Capture and share information in a centralized source of truth.

A

Einstein Knowledge Creation

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15
Q

What can be used to Eliminate time spent typing responses to the most common customer questions.

A

Einstein Service Replies and Einstein Reply Recommendations

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16
Q

What can be used to Deliver recommendations at the point of maximum impact.

A

Einstein Next Best Action

17
Q

What can be used to Analyze and understand key trends across your business and use the data to operationalize efficiency.

A

Einstein Conversation Mining

18
Q

What can be used to add data to a prompt and give the LLM context for providing an accurate and relevant response?

A

Agentforce for Service Grounding

19
Q

Which Einstein for Service feature helps agents summarize customer interactions?

A

Einstein Work Summaries

AgentForce (6 decks)

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