Salesforce Exam Service Cloud Consultant Topic 2 Question 110 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 110
Topic #: 2

[All Service Cloud Consultant Questions]

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

AApproval Processes

BSupport Types

CSupport Processes

Show Suggested Answer

Suggested Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

by Jesusa at Mar 04, 2025, 03:58 PM

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22 days ago

I think the answer is B) Support Types.

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