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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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Kaitlyn

1 months ago

Hold up, does this mean I can't just yell at the customers through the phone anymore? I'm gonna miss that.

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Thea

3 days ago

Agent 1: We'll need to adapt to the changes and learn how to support customers in new ways.

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Donte

4 days ago

Agent 2: We can still provide a consistent customer experience, just through different channels.

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Gaston

13 days ago

Agent 1: No, we need to provide support through multiple channels now.

upvoted 0 times

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Kirk

1 months ago

Queue-Based Routing? Nah, that's so 2010. Gotta go with the latest and greatest, Capacity-Based Routing all the way!

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Christa

1 months ago

I disagree, Einstein Case Routing would be more effective in handling the diverse product lines and providing tailored support.

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Keshia

2 months ago

Omni-Channel with Capacity-Based Routing seems like the way to go. It'll ensure consistent customer experience across multiple channels.

upvoted 0 times

Terina

1 months ago

User 2: I agree, it will help maintain a consistent customer experience.

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Kris

1 months ago

User 1: I think Omni-Channel with Capacity-Based Routing is the best option.

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Lashaunda

2 months ago

I think Omni-Channel with Einstein Case Routing could also be a good option. It uses AI to route cases efficiently.

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Polly

3 months ago

I agree with Jeannetta. Queue-Based Routing will help ensure a consistent customer experience.

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Jeannetta

3 months ago

I think we should recommend Omni-Channel with Queue-Based Routing.

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