Salesforce Exam Service Cloud Consultant Topic 2 Question 90 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 90
Topic #: 2

[All Service Cloud Consultant Questions]

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

AReports and Dashboards

BEntitlements and Milestones

CService Contracts

Show Suggested Answer

Suggested Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

by Bea at May 21, 2024, 02:06 AM

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Horace

1 months ago

I'm going with B) Entitlements and Milestones. Can't go wrong with that. Although, I do wonder if the VP of customer service has a secret love for juggling chainsaws on a tightrope. Just a thought.

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Larae

11 days ago

A) Case Escalation Rules

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Sarah

2 months ago

Reports and Dashboards could work, but Entitlements and Milestones are probably the better choice here. Seems like the most efficient way to get the job done.

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Phung

2 months ago

I was leaning towards C) Service Contracts, but Entitlements and Milestones makes more sense for this scenario. Gotta love those Salesforce features!

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Annamae

12 days ago

C) Service Contracts may not provide the real-time tracking and alerts needed for this requirement.

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Temeka

13 days ago

B) Entitlements and Milestones are specifically designed to track service levels and ensure cases reach certain stages.

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Alishia

30 days ago

A) Reports and Dashboards could also be helpful for tracking cases and alerting senior management.

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Sol

3 months ago

Hmm, this one is tricky. I think the answer is B) Entitlements and Milestones. That seems like the most straightforward way to track case progress and alert management.

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