Salesforce Exam Service Cloud Consultant Topic 8 Question 94 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 94
Topic #: 8

[All Service Cloud Consultant Questions]

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and

resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

AAdd experts to an integrated Slack channel.

BUse Email-to-Case to send an email to experts so they can use email threads.

CImplement Skills-Based Routing to assign the case to experts.

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Roxane at Jul 11, 2024, 02:53 AM

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