AI Associate Salesforce Einstein AI Features Practice Question
A company building an Einstein Bot for customer support wants to ensure that when the bot cannot resolve an issue, the conversation is seamlessly transferred to a human agent. Which THREE steps are required to enable this handoff? (Select three.)
⚠ Common exam trap
Many candidates think a custom field or a GPT feature is required for the handoff, but the actual requirements are purely about user assignment, dialog flow configuration, and Omni-Channel queue setup.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Assign the bot to a Service Cloud user who can accept chat transfers
Assigning the bot to a Service Cloud user who can accept chat transfers is correct because the Einstein Bot must be linked to a Service Cloud user with the appropriate permissions and presence status to receive and handle transferred conversations. This ensures the user is available in the Omni-Channel routing system and can accept the chat when the bot escalates.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Assign the bot to a Service Cloud user who can accept chat transfers
Why this is correct
The bot must be associated with a user or queue that can receive handoffs.
- ✓
Configure a handoff action in the bot's dialog flow
Why this is correct
The dialog flow must include a handoff action to transfer to a human agent.
- ✗
Create a custom field on the case object to store escalation reason
Why it's wrong here
While useful for tracking, this is not required for the handoff process.
- ✓
Set up an Omni-Channel queue for chat routing
Why this is correct
Omni-Channel routes the conversation to available agents.
- ✗
Enable Einstein GPT for Bots to generate handoff scripts
Why it's wrong here
Einstein GPT is not required for handoff; the bot's dialog handles it.
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