The customer support team at Universal Containers (UC) has noticed a large increase in Case...

Einstein Article Recommendations analyzes past cases, content usage, and agent activity to automatically suggest the most relevant Knowledge Articles in the Service Console. This reduces search time, improves accuracy, and significantly decreases case resolution times.

Option A (Einstein Bots) automates customer self-service but doesn’t assist agents in article retrieval.

Option C (Einstein Reply Recommendations) provides quick response text for messaging and chats, not knowledge lookup.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Knowledge Management Domain.

Salesforce Help: “Set Up Einstein Article Recommendations.”

Salesforce Winter ’23 Release Notes – Einstein for Service Enhancements (Article Recommendations).