Which feature of Service Cloud generates email and chat responses based on knowledge-base data?

Einstein Service Replies is specifically designed to generate automated responses for customer inquiries received via email and chat by leveraging the company's knowledge base. This functionality enhances service efficiency by using artificial intelligence to analyze incoming questions and provide relevant, pre-written answers sourced from a comprehensive database of information.

This feature allows organizations to streamline their customer service operations, reduce response times, and maintain consistency in their messaging, thereby improving customer satisfaction. Through its integration with the service team's existing tools, Einstein Service Replies can intuitively understand context and intent, leading to more accurate and helpful responses.

In contrast, the other options refer to features that either do not primarily focus on generating automated responses for live queries or serve a different function in customer service processes. For example, other options may focus on knowledge management, response templates, or general inquiry functions but do not deliver the same level of proactive, automated assistance as Einstein Service Replies.