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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Shenika

2 months ago

Support Processes? More like 'Support Mess', amirite? Let's keep it simple, folks.

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Charlesetta

1 days ago

B) Support Types

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Emmett

12 days ago

A) Approval Processes

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Mozell

2 months ago

Hmm, Support Processes sounds good, but I'm also wondering if we could just create a custom object for maintenance cases. That might be a simpler solution.

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Leah

16 days ago

C) Support Processes

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Daren

23 days ago

B) Support Types

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Billye

1 months ago

A) Approval Processes

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Joseph

2 months ago

Approval Processes? Really? That's overkill for this scenario. We just need a way to manage the different types of support, not a whole approval workflow.

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Fernanda

2 months ago

I'm leaning towards Support Types. It seems like the best way to differentiate between new product support and maintenance support.

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Melodie

1 days ago

That's true, Support Processes could provide more detailed customization for the maintenance cases.

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Chau

7 days ago

Support Processes could also be useful in defining the specific stages and fields for maintenance cases.

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Gearldine

23 days ago

I agree, using Support Types would make it easier to track and manage the different types of customer support cases.

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Dolores

1 months ago

Support Types would definitely help in distinguishing between the two types of cases.

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Glory

2 months ago

I think Support Processes is the way to go. It allows us to capture the additional stages and fields needed for maintenance cases.

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Florinda

28 days ago

I agree, Support Processes will help us streamline the process for both new products and routine maintenance cases.

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Paris

1 months ago

Support Processes is definitely the best option for capturing those additional stages and fields.

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Margurite

2 months ago

Support Processes make sense because it allows for customization based on the type of support needed.

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Brandon

2 months ago

I disagree, I believe the answer is C) Support Processes.

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Margurite

2 months ago

I think the answer is B) Support Types.

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