Salesforce Exam Service Cloud Consultant Topic 1 Question 112 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 112
Topic #: 1

[All Service Cloud Consultant Questions]

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK

would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.

Which solution should the consultant recommend to meet the requirements?

AOmni Channel with Queue-Based Routing

BOmni-Channel with Capacity-Based Routing

COmni-Channel with Einstein Case Routing

Show Suggested Answer

Suggested Answer: C

To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.

by Van at Apr 03, 2025, 07:12 PM

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