Salesforce Exam Service-Cloud-Consultant Topic 2 Question 90 Discussion

Actual exam question for Salesforce's Salesforce Certified Service Cloud Consultant exam

Question #: 90
Topic #: 2

[All Salesforce Certified Service Cloud Consultant Questions]

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

AImplement Case Swarming.

BImplement Einstein Bots.

CImplement Skills-Based Routing.

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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Melissa

3 months ago

B) Implement Einstein Bots, all the way! Let the robots do the heavy lifting, and the humans can focus on the real brainpower. Probably a good idea to give the bots a personality though, maybe make them crack a few jokes while they're at it.

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Katlyn

3 months ago

I'd go with C) Implement Skills-Based Routing. That way you can make sure the right agents are handling the right cases, and no one's left scratching their head trying to figure out a password reset.

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Ricarda

1 months ago

I'd go with C) Implement Skills-Based Routing. That way you can make sure the right agents are handling the right cases, and no one's left scratching their head trying to figure out a password reset.

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Tamera

1 months ago

C) Implement Skills-Based Routing.

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Jamey

1 months ago

B) Implement Einstein Bots.

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Veronika

1 months ago

A) Implement Case Swarming.

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Nada

2 months ago

B: Yeah, it would ensure that customers get the help they need from the most qualified agents.

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Floyd

2 months ago

A: Plus, it would improve customer satisfaction by reducing wait times and resolving issues more quickly.

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Francoise

2 months ago

A: I agree, implementing Skills-Based Routing would definitely help streamline the process and ensure efficiency.

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Alisha

2 months ago

B: Yeah, it would make sure that customers are connected to the most qualified agent to handle their specific issue.

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Gianna

2 months ago

A: I agree, C) Implement Skills-Based Routing would definitely help streamline the process.

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Matthew

3 months ago

Definitely B) Implement Einstein Bots. That's the most efficient way to handle the high volume of password resets and order inquiries. Gotta keep those bots working overtime!

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Theron

3 months ago

I think the best option here is B) Implement Einstein Bots. It's a great way to automate the simple cases and free up the agents to handle more complex issues.

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