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A help desk at a large university wants to track and measure average resolution times and escalations associated with student requests for password resets.
Which solution should a consultant recommend?
Suggested Answer: D
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11 comments · newest first
DE
Desmond
12 months ago
I doubt Einstein Next Best Action is relevant here.
FR
Freeman
12 months ago
Wait, does anyone actually use Digital Engagement for this?
SH
Shawnda
12 months ago
Not sure, what about Salesforce Identity? It could work too.
LI
Lisbeth
1 year ago
Totally agree, it’s designed for help desks!
NO
Noelia
1 year ago
I think Service Cloud is the best option for tracking requests.
CH
Chaya
1 year ago
I’m leaning towards Einstein Next Best Action because it uses AI to suggest solutions, but I’m not confident it’s the best fit for tracking escalations.
DE
Deandrea
1 year ago
Digital Engagement sounds relevant for communication, but I feel like it might not focus on the metrics we need for password resets.
NA
Nakisha
1 year ago
I remember a practice question where we discussed how Salesforce Identity could help with user authentication, but I don’t know if it tracks resolution times.
ST
Stefania
1 year ago
I think Service Cloud might be the right choice since it’s designed for tracking support requests, but I’m not completely sure.
RE
Reiko
1 year ago
Okay, I know WebLogic has some features for handling high-availability and load balancing, so I'm thinking it's probably either the Web Session Affinity or the Clustering option. I'll need to double-check the details on each of those.
LU
Luis
1 year ago
I seem to remember that finance needing to be involved is important too, so I wouldn't count out D just yet.