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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?

Show Suggested Answer Hide 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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Melita
4 days 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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Leslie
18 days 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
21 days ago
I agree with Nu, Omni-Channel Routing can help direct cases efficiently.
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Nu
22 days ago
I think Omni-Channel Routing would be the best option.
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Royal
22 days 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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Annamae
5 days ago
A) Omni-Channel Routing
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