Salesforce Exam Service-Cloud-Consultant Topic 6 Question 88 Discussion

Actual exam question for Salesforce's Salesforce Certified Service Cloud Consultant exam

Question #: 88
Topic #: 6

[All Salesforce Certified 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 Catarina at Apr 27, 2024, 08:22 PM

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Staci

2 months ago

Skills-Based Routing is more for complex tasks. For simple cases, bots seem ideal.

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Ngoc

2 months ago

True. But what about Skills-Based Routing? Wouldn't that optimize handling?

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Anglea

2 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

2 months ago

B: That would definitely help with handling the new cases efficiently.

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Gladys

2 months ago

A: Implement Einstein Bots.

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Fabiola

3 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

2 months ago

I agree, let's go with the more advanced options for handling the new cases.

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Cecilia

2 months ago

C) Implement Skills-Based Routing.

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King

3 months ago

B) Implement Einstein Bots.

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Natalya

3 months ago

Einstein Bots make sense. Plus, they can work across web, SMS, and social media.

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Huey

3 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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