Salesforce Exam Service Cloud Consultant Topic 7 Question 87 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 87
Topic #: 7

[All Service Cloud Consultant Questions]

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

AOmni-Channel Routing

BMilestones & Entitlements processes

CCase Assignment rules

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Hector at Apr 25, 2024, 12:06 PM

Limited Time Offer

25%

20 days ago

I think the correct answer is C. Case Assignment rules would be the way to go to direct cases based on the same criteria as MIAW.

upvoted 0 times

Annamae

3 days ago

A) Omni-Channel Routing

upvoted 0 times

...