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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?

ACase teams

BCase swarms

CAccount teams

Show Suggested Answer

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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Kiera

27 days ago

Case teams all the way! Anything that helps me avoid accidentally spamming the entire company with case updates is a win in my book.

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Veronika

29 days ago

I'm going with A. Case teams make the most sense to me - it's a straightforward way to control case visibility.

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Alberto

1 months ago

Hmm, I'm not sure about Account teams. Doesn't that seem a bit too broad for this specific requirement?

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Ethan

16 days ago

What about using Case Teams instead? They allow for more specific access to cases based on the Product Type field.

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Dustin

18 days ago

I think you're right, Account teams might be too broad for this specific requirement.

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Alisha

1 months ago

B, Case swarms, sounds interesting. I wonder if that could help us manage the case access more dynamically as the situation evolves.

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Felicidad

17 days ago

C) Account teams

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Natalie

18 days ago

B) Case swarms

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Ivette

23 days ago

A) Case teams

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Margart

2 months 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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Theron

1 months ago

I agree, with Case teams we can easily assign the right people to each case.

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Michal

2 months ago

A) Case teams sounds like the best option for this scenario.

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Jerilyn

2 months ago

I'm not sure, but I think C) Account teams could also work for this scenario.

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Carin

2 months ago

I agree with Lewis, Case teams make sense for this requirement.

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Lewis

2 months ago

I think the answer is A) Case teams.

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