Salesforce Exam Service Cloud Consultant Topic 8 Question 94 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 94
Topic #: 8

[All Service Cloud Consultant Questions]

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and

resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

AAdd experts to an integrated Slack channel.

BUse Email-to-Case to send an email to experts so they can use email threads.

CImplement Skills-Based Routing to assign the case to experts.

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 Roxane at Jul 11, 2024, 02:53 AM

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Pura

14 days ago

Slack channel all the way! It's like having a virtual war room for the expert team. They can even share memes to keep morale up while they tackle the tough cases.

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Reita

18 days ago

Skills-based routing is a good idea, but it doesn't address the need for real-time collaboration. The experts need to be able to bounce ideas off each other and make decisions together.

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Sabra

19 days ago

Email threads? Really? That's so old-school. The experts need something more dynamic and interactive to solve these complex cases.

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Erin

21 days ago

A Slack channel sounds like a great way for the experts to collaborate in real-time. That way, they can share information, discuss the case, and work together efficiently.

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