Salesforce Exam Service-Cloud-Consultant Topic 8 Question 96 Discussion

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

Question #: 96
Topic #: 8

[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 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

Felicitas

12 days 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

Edelmira

1 days ago

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

upvoted 0 times

...

Lorriane

4 days ago

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

upvoted 0 times

...

Taryn

12 days ago

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

upvoted 0 times

...

Gerald

22 days ago

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

upvoted 0 times

...

Talia

22 days 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

Esteban

10 days ago

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

upvoted 0 times

...

Latanya

11 days ago

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

upvoted 0 times

...

Jarvis

24 days ago

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

upvoted 0 times

...

Cristen

28 days 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

5 days ago

B) Implement Einstein Bots.

upvoted 0 times

...

Elli

19 days ago

A) Implement Case Swarming.

upvoted 0 times

...

Novella

1 months ago

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

upvoted 0 times

...

Daron

1 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

13 days 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

...