Salesforce Exam Service Cloud Consultant Topic 9 Question 84 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 84
Topic #: 9

[All Service Cloud Consultant Questions]

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

AWeb-to-Case

BEinstein Chat Bot

CKnowledge articles

Show Suggested Answer

Suggested Answer: B

To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.

by Geoffrey at Mar 09, 2024, 01:22 PM

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Merissa

6 months ago

This is a no-brainer. If you want real-time interaction, you need a chatbot. I can just imagine the poor support agents trying to type out responses in real-time. Einstein Chat Bot ftw!

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Cherri

5 months ago

B) Einstein Chat Bot

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Leah

5 months ago

A) Web-to-Case

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Vincenza

5 months ago

B) Einstein Chat Bot

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Slyvia

5 months ago

A) Web-to-Case

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Kristofer

6 months ago

I feel like option C) Knowledge articles could also be helpful for customers to find answers on their own.

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Marvel

6 months ago

I'm a little confused. Isn't Einstein Chat Bot just a chatbot? How is that going to let cusPearlineers interact with real live agents? I'm going to have to go with Web-to-Case on this one.

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Chara

5 months ago

B) Einstein Chat Bot

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Edna

5 months ago

That makes sense. Web-to-Case would probably be the best option for real-time interaction with support agents.

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Dannette

5 months ago

A) Web-to-Case

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Carlota

5 months ago

I'm not sure either, but I think Web-to-Case allows customers to submit cases online for support agents to follow up on.

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Brigette

5 months ago

C) Knowledge articles

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Dan

5 months ago

C) Knowledge articles

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Devora

5 months ago

B) Einstein Chat Bot

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Erick

5 months ago

A) Web-to-Case

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Jamey

5 months ago

B) Einstein Chat Bot

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Herman

5 months ago

A) Web-to-Case

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Ciara

6 months ago

Einstein Chat Bot uses AI to provide instant responses, which is great for real time support.

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Iesha

6 months ago

I think option B) Einstein Chat Bot would be more efficient for real time interactions.

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Aretha

7 months ago

I agree, Web-to-Case allows customers to submit inquiries online.

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Pearline

7 months ago

Knowledge articles? Really? That's not going to let cusPearlineers interact with agents in real-time. Einstein Chat Bot all the way!

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Terry

7 months ago

Web-to-Case sounds like it could work, but it's not real-time. I'm going with option B.

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Carissa

7 months ago

I think option A) Web-to-Case could help customers interact in real time.

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Wade

7 months ago

I think the answer is clearly Einstein Chat Bot. It's the only option that allows real-time interaction with support agents.

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Eun

5 months ago

B) Einstein Chat Bot

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Sherman

5 months ago

Yes, I agree. Einstein Chat Bot is the best option for real-time interaction.

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Franklyn

5 months ago

B) Einstein Chat Bot

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Donette

5 months ago

C) Knowledge articles

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Catalina

6 months ago

B) Einstein Chat Bot

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Antonio

6 months ago

A) Web-to-Case

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Hector

6 months ago

B) Einstein Chat Bot

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Nichelle

7 months ago

A) Web-to-Case

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Sherill

7 months ago

Web-to-Case could also be useful for capturing customer inquiries and routing them to support agents.

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Jeannine

7 months ago

I disagree. I believe Knowledge articles would be a better option for customers to find information on their own.

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Freeman

7 months ago

I think we should recommend the Einstein Chat Bot for real-time interactions.

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