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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

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Melissa

1 months ago

Case Assignment rules all the way! It's the most straightforward solution to the problem. Though I do wonder if the exam writers have a wicked sense of humor and will throw in a trick question just to mess with us.

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Crissy

18 days ago

Case Assignment rules are definitely the way to go. They make it easy to direct cases based on specific criteria.

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Mariann

1 months ago

Milestones & Entitlements processes? That seems like overkill for this use case. I'm going with C as well.

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Carmela

15 days ago

C) Case Assignment rules

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Valene

1 months ago

A) Omni-Channel Routing

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Melita

2 months ago

Hmm, I'm not sure. Omni-Channel Routing might be a good option, but I'll have to think about this one.

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Darci

26 days ago

C) Case Assignment rules might work, but Omni-Channel Routing seems like a more efficient option.

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Shaun

1 months ago

B) Milestones & Entitlements processes could also be useful in this scenario.

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Bronwyn

2 months ago

A) Omni-Channel Routing sounds like the best choice for directing cases based on specific criteria.

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Leslie

2 months ago

I believe Case Assignment rules could also be a good choice, as it allows for automated case assignment based on criteria.

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Annabelle

2 months ago

I agree with Nu, Omni-Channel Routing can help direct cases efficiently.

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Nu

2 months ago

I think Omni-Channel Routing would be the best option.

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Royal

2 months 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.

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Alba

2 months ago

I agree, C) Case Assignment rules would be the best option for directing cases based on the same criteria as MIAW.

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Chau

2 months ago

C) Case Assignment rules

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Karon

2 months ago

B) Milestones & Entitlements processes

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Annamae

2 months ago

A) Omni-Channel Routing

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