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Salesforce Exam Service Cloud Consultant Topic 6 Question 88 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 88
Topic #: 6
[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 Catarina at Apr 27, 2024, 08:22 PM

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Staci
8 months ago
Skills-Based Routing is more for complex tasks. For simple cases, bots seem ideal.
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Ngoc
8 months ago
True. But what about Skills-Based Routing? Wouldn't that optimize handling?
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Anglea
8 months ago
Einstein Bots, huh? I wonder if they come with a 'delete all dad jokes' feature. That'd be a real game-changer.
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Devorah
7 months ago
B: That would definitely help with handling the new cases efficiently.
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Gladys
8 months ago
A: Implement Einstein Bots.
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Fabiola
8 months ago
Case Swarming? Isn't that what they do in the beehive? I think I'll stick with the more tech-savvy options here.
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Josphine
8 months ago
I agree, let's go with the more advanced options for handling the new cases.
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Cecilia
8 months ago
C) Implement Skills-Based Routing.
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King
8 months ago
B) Implement Einstein Bots.
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Natalya
9 months ago
Einstein Bots make sense. Plus, they can work across web, SMS, and social media.
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Huey
9 months ago
Skills-Based Routing makes the most sense to me. You'll be able to route the cases to the right agents, ensuring a more efficient and effective customer service.
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Eladia
7 months ago
B: I agree, it's important to make sure each case is handled by the most qualified agent. Skills-Based Routing can help with that.
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Rebbeca
7 months ago
A: Skills-Based Routing is definitely the way to go. It will help streamline the process and improve customer satisfaction.
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Carrol
8 months ago
B: Implementing Case Swarming could also be beneficial in handling the high volume of simple cases efficiently.
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Arlyne
8 months ago
A: I agree, Skills-Based Routing would definitely help in directing the cases to the appropriate agents.
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Dorothy
9 months ago
User 2
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Janey
9 months ago
User 1
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Lavera
9 months ago
I'd probably go with B) Implement Einstein Bots. They handle simple cases well.
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Venita
9 months ago
Einstein Bots sounds like a great way to handle those simple cases. That'll free up the agents to focus on the more complex issues.
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Leila
9 months ago
B) Implement Einstein Bots.
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Hortencia
9 months ago
A) Implement Case Swarming.
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Ngoc
10 months ago
Yeah, CK wants to simplify tasks like password resets and order inquiries.
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Staci
10 months ago
Wow, this question seems quite practical for real-life scenarios.
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