Salesforce Exam Service Cloud Consultant Topic 2 Question 90 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 90
Topic #: 2

[All Service Cloud Consultant Questions]

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

AReports and Dashboards

BEntitlements and Milestones

CService Contracts

Show Suggested Answer

Suggested Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

by Bea at May 21, 2024, 02:06 AM

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Sol

16 days ago

Hmm, this one is tricky. I think the answer is B) Entitlements and Milestones. That seems like the most straightforward way to track case progress and alert management.

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