Salesforce Exam Salesforce Certified Service Cloud Consultant (Service-Con-201) Topic 3 Question 82 Discussion

Actual exam question for Salesforce's Salesforce Certified Service Cloud Consultant (Service-Con-201) exam

Question #: 82
Topic #: 3

[All Salesforce Certified Service Cloud Consultant (Service-Con-201) Questions]

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.

What should a consultant recommend?

AChange the Run Apex As User to a service agent profile.

BIn Inbound Setting, set Enable Case Reopen to 3 days.

CEstablish Duplicate Rules to find similar cases.

DConfigure a Macro to close the duplicate case

Show Suggested Answer

Suggested Answer: C

by Yolando at Jan 28, 2024, 10:26 AM

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Margery

1 years ago

Dude, this is like a bad tech support nightmare. I bet the customers are just as confused as the agents.

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Rosamond

1 years ago

Ah, the joys of social customer service. Maybe they need a bot to handle the basic stuff and free up the agents for the more complex cases.

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Brynn

1 years ago

That could help free up agents for more complex cases.

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Ty

1 years ago

Use a bot to handle basic cases.

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Portia

1 years ago

Duplicate cases? Yikes, that's a recipe for customer frustration. I'd recommend a more streamlined case management system.

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Loreta

1 years ago

Agreed, it's important to streamline the process to prevent customer frustration.

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Rex

1 years ago

We should definitely look into improving our case management system to avoid duplicate cases.

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Shelia

1 years ago

Hmm, sounds like a case of social media overload. Maybe the agents need some social media management training?

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Jina

1 years ago

Perhaps setting up automated responses for common issues could help streamline the process and reduce duplicates.

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France

1 years ago

Training agents to better understand the platform and how to properly close cases could also be beneficial.

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Nana

1 years ago

I think setting up automated responses could help streamline the process.

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Keva

1 years ago

Maybe the agents should implement better tracking systems to avoid duplicates.

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Stefany

1 years ago

Maybe implementing a better system for tracking cases would help prevent duplicates.

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