A large retail company wants to optimize its customer service operations by using AI to...

Salesforce Data Cloud (Customer Data Platform) provides capabilities to unify structured and unstructured data sources such as chat and voice transcripts, loyalty programs, and service records. Through this unified data model, organizations can generate calculated insights, apply AI-driven sentiment analysis, and deliver personalized, predictive recommendations within Service Cloud and Agentforce experiences.

This use case aligns directly with Service Cloud + Data Cloud integration, as highlighted in the Spring ’24 Release Notes, which introduced transcript unification and sentiment scoring for AI-powered service operations.

Option A focuses on static article recommendations, which do not analyze conversation data or sentiment.

Option C provides operational metrics via analytics dashboards but does not deliver AI-driven recommendations or sentiment analysis.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Data Cloud for Service Enhancements (transcript sentiment analysis and calculated insights).

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain (analytics, AI, and real-time insight integration).

Salesforce Help: “Unify Conversation Data in Data Cloud for Real-Time Service Intelligence”.