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Salesforce Exam Service Cloud Consultant Topic 5 Question 106 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 106
Topic #: 5
[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 Cassandra at Dec 09, 2024, 01:57 PM

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Ty
2 months ago
I'm a big fan of Skills-Based Routing. It ensures the right agents handle the right cases, and it's like a high-tech version of 'the right person for the right job'.
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Antione
2 months ago
C) Implement Skills-Based Routing.
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Thora
2 months ago
B) Implement Einstein Bots.
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Ashlyn
2 months ago
A) Implement Case Swarming.
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Shawna
2 months ago
Einstein Bots all the way! I heard they can even do stand-up comedy during the password reset process. That'll keep the customers entertained.
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Paola
1 months ago
D: Let's recommend it to Cloud Kicks then.
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Fletcher
2 months ago
C: I agree, it would definitely keep customers engaged.
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Sabine
2 months ago
B: That sounds like a fun way to handle cases.
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Alease
2 months ago
A: Implement Einstein Bots.
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Lashaunda
2 months ago
Case Swarming seems like an overkill for these kinds of routine cases. Skills-Based Routing might work, but it would require more setup and maintenance.
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Lorean
3 months ago
I think Einstein Bots would be the best option to handle the simple cases. They can automate the password resets and order inquiries efficiently.
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Joanna
2 months ago
I think Skills-Based Routing could also be helpful in ensuring the cases are directed to the right agents with the right expertise.
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Narcisa
2 months ago
I agree, Einstein Bots would definitely streamline the process for those simple cases.
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Yuki
3 months ago
I think Case Swarming could also be a good option to handle the new cases quickly.
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Nada
3 months ago
I believe Skills-Based Routing would be more effective in handling the new cases.
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Rodney
3 months ago
I agree with Vallie, Einstein Bots can help automate simple cases efficiently.
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Vallie
3 months ago
I think we should implement Einstein Bots to handle the new cases.
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