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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?

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 Roxane at Jul 11, 2024, 02:53 AM

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Pura
2 months 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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Shasta
22 days ago
C) Implement Skills-Based Routing to assign the case to experts.
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Gary
25 days ago
That's a great idea! It would definitely help the team collaborate in real time.
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Maryann
28 days ago
A) Add experts to an integrated Slack channel.
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Reita
2 months 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
2 months 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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Janna
16 days ago
A) Add experts to an integrated Slack channel.
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Hubert
17 days ago
Email threads are outdated. Slack channel would be more dynamic and interactive.
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Lillian
18 days ago
C) Implement Skills-Based Routing to assign the case to experts.
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Desiree
27 days ago
A) Add experts to an integrated Slack channel.
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Erin
2 months 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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Kathrine
2 months ago
I prefer option C. Skills-Based Routing can ensure the right experts are assigned to the cases.
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Latrice
2 months ago
I agree with Arminda. Slack is a great tool for experts to work together efficiently.
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Arminda
3 months ago
I think option A is the best choice because Slack allows real-time collaboration.
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