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Salesforce Certified Education Cloud Consultant (ED-Con-101) Exam - Topic 3 Question 42 Discussion

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?
D) Service Cloud
A) Salesforce Identity
B) Digital Engagement
C) Einstein Next Best Action

Salesforce Certified Education Cloud Consultant (ED-Con-101) Exam - Topic 3 Question 42 Discussion

Actual exam question for Salesforce's Salesforce Certified Education Cloud Consultant (ED-Con-101) exam
Question #: 42
Topic #: 3
[All Salesforce Certified Education Cloud Consultant (ED-Con-101) Questions]

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?

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Suggested Answer: D

by Eden at May 09, 2022, 01:38 PM

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Desmond
10 months ago
I doubt Einstein Next Best Action is relevant here.
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Freeman
10 months ago
Wait, does anyone actually use Digital Engagement for this?
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Shawnda
10 months ago
Not sure, what about Salesforce Identity? It could work too.
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Lisbeth
11 months ago
Totally agree, it’s designed for help desks!
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Noelia
11 months ago
I think Service Cloud is the best option for tracking requests.
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Chaya
11 months 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.
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Deandrea
11 months ago
Digital Engagement sounds relevant for communication, but I feel like it might not focus on the metrics we need for password resets.
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Nakisha
11 months 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.
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Stefania
11 months ago
I think Service Cloud might be the right choice since it’s designed for tracking support requests, but I’m not completely sure.
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Reiko
11 months 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.
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Luis
11 months ago
I seem to remember that finance needing to be involved is important too, so I wouldn't count out D just yet.
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