Salesforce Exam Service Cloud Consultant Topic 8 Question 96 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 96
Topic #: 8

[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?

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 Tasia at Aug 02, 2024, 02:03 PM

Limited Time Offer

25%

Off

Get Premium Service Cloud Consultant Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Jaclyn

3 months ago

I think Case Swarming would be the best option to handle new cases effectively.

upvoted 0 times

...

Royce

3 months ago

I prefer implementing Skills-Based Routing to ensure cases are directed to the right agents.

upvoted 0 times

...

Selma

3 months ago

I agree with Cherry, Einstein Bots can handle simple cases efficiently.

upvoted 0 times

...

Cherry

3 months ago

I think we should implement Einstein Bots.

upvoted 0 times

...

Felicitas

3 months ago

Einstein Bots all the way! They're like little robot assistants that can take care of the boring stuff so the human agents can focus on the more complex issues.

upvoted 0 times

Weldon

3 months ago

A: That way, human agents can focus on more complex issues. It's a win-win!

upvoted 0 times

...

Edelmira

3 months ago

B: Yeah, they can handle the simple cases like password resets and order inquiries.

upvoted 0 times

...

Lorriane

3 months ago

A: I think implementing Einstein Bots would be a great idea!

upvoted 0 times

...

Taryn

3 months ago

I think Case Swarming could also be a good option to handle the new cases efficiently.

upvoted 0 times

...

Gerald

4 months ago

I believe Skills-Based Routing would be more effective in handling the new cases.

upvoted 0 times

...

Talia

4 months ago

Case Swarming sounds interesting, but I'm not sure it's the right fit for this scenario. Seems like a bit of overkill for the type of cases CK is dealing with.

upvoted 0 times

Nancey

3 months ago

A: Skills-Based Routing or Einstein Bots could definitely streamline the process for CK.

upvoted 0 times

...

Ezekiel

3 months ago

C: I think Einstein Bots could also be a good option to handle the new cases efficiently.

upvoted 0 times

...

Esteban

3 months ago

B: Maybe implementing Skills-Based Routing would be a better fit for Cloud Kicks.

upvoted 0 times

...

Latanya

3 months ago

A: I agree, Case Swarming might be too complex for simple cases like password resets.

upvoted 0 times

...

Jarvis

4 months ago

I agree with Novella, Einstein Bots can provide automated support for simple cases.

upvoted 0 times

...

Cristen

4 months ago

Skills-Based Routing seems like the way to go. That way customers can get directed to the right agent who can handle their specific issue quickly and efficiently.

upvoted 0 times

Shantay

3 months ago

B) Implement Einstein Bots.

upvoted 0 times

...

Elli

4 months ago

A) Implement Case Swarming.

upvoted 0 times

...

Novella

4 months ago

I think we should implement Einstein Bots to handle the new cases.

upvoted 0 times

...

Daron

4 months ago

I think implementing Einstein Bots would be the best solution here. It's a great way to handle simple cases like password resets and order inquiries without requiring human intervention.

upvoted 0 times

Sherman

4 months ago

A: True, having multiple options like Einstein Bots, Skills-Based Routing, and Case Swarming could really improve the efficiency of handling new cases at Cloud Kicks.

upvoted 0 times

...