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Salesforce Exam Service Cloud Consultant Topic 3 Question 108 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 108
Topic #: 3
[All 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?

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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 Troy at Jan 28, 2025, 07:47 PM

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Kizzy
3 days ago
I agree with Roosevelt, Einstein Bots can handle simple cases efficiently.
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Marya
13 days ago
If they're going for the web, SMS, and messaging apps, then Skills-Based Routing is the way to go. Gotta make sure those customers get connected to the right person, like a bee to a flower. Buzz, buzz!
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Kayleigh
14 days ago
Implementing Einstein Bots is the way to go. They're like virtual agents that can handle the easy stuff, freeing up the human agents to tackle the tougher cases. Brilliant!
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Dominque
20 days ago
Case Swarming? Sounds like a bunch of bees trying to solve IT problems. I'll stick with the more tech-savvy options, thank you very much.
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Rhea
21 days ago
Skills-Based Routing could be really useful here. That way the customer can get connected to the right agent for their specific issue. Efficiency is key!
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Grover
22 days ago
Einstein Bots seem like a great way to handle those simple cases. I bet they can take care of password resets and order inquiries in no time!
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Roosevelt
29 days ago
I think we should implement Einstein Bots.
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