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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 51 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 51
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

  • A. Activate a Validation Rule
  • B. Create a Case Macro
  • C. Define Case Escalation Rules
  • D. Configure Process Builder
Show Suggested Answer Hide Answer
Suggested Answer: D 🗳️
by Mims22 at May 31, 2023, 1:53 p.m.

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idos
7 months, 4 weeks ago
Selected Answer: D
If the Agent forget to change the status why will he remember to activate a macro ? The correct answer is D
upvoted 1 times
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Random_1
1 year, 1 month ago
Selected Answer: D
In a scenario where the agent sends an email to customer w/o using an email template, will the Macros work? The Q does not specify an email template was used, hence choosing D - process builder
upvoted 2 times
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Nelo72
1 year, 1 month ago
Selected Answer: B
A Case Macro that includes the action of updating the case status to "Waiting for Customer" after the email has been sent can be created.
upvoted 1 times
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gekexak257
1 year, 3 months ago
Selected Answer: D
flow! Why Use Salesforce Flow for Service? Not meeting compliance goals or business rules. Sometimes agents forget a step that’s critical for safety, regulatory, or compliance reasons.
upvoted 1 times
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Dani_V
1 year, 3 months ago
Selected Answer: B
it can be solved by Macro
upvoted 1 times
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mou2206
1 year, 3 months ago
Selected Answer: D
Process Builder/Flow can be configured on EmailMessage object. For more details: https://help.salesforce.com/s/articleView?id=000393845&type=1
upvoted 1 times
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ybula
1 year, 4 months ago
D: flow - https://help.salesforce.com/s/articleView?id=000393845&type=1
upvoted 2 times
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Mims22
1 year, 5 months ago
I am pretty sure you can use a macro to update record fields after sending an email.
upvoted 3 times
...

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