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Salesforce Exam Service Cloud Consultant Topic 2 Question 107 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 107
Topic #: 2
[All Service Cloud Consultant Questions]

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

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Suggested Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.


by Miles at Jan 11, 2025, 08:35 AM

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Margart
11 days ago
I think option A, Case teams, is the way to go. It allows us to define specific teams for each case, ensuring the right people have access.
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Jerilyn
12 days ago
I'm not sure, but I think C) Account teams could also work for this scenario.
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Carin
14 days ago
I agree with Lewis, Case teams make sense for this requirement.
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Lewis
16 days ago
I think the answer is A) Case teams.
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