Welcome to ExamTopics
ExamTopics Logo
- Expert Verified, Online, Free.
Mail Us[email protected]
Menu
Salesforce Discussions
exam questions

Exam Certified Service Cloud Consultant All Questions

View all questions & answers for the Certified Service Cloud Consultant exam
Go to Exam

Exam Certified Service Cloud Consultant topic 1 question 96 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 96
Topic #: 1
[All 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. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

What is the recommended case deflection solution?

  • A. Social Customer Service
  • B. Einstein Bots
  • C. Digital Engagement Messaging
  • D. Chat for Web and In-App
Show Suggested Answer Hide Answer
Suggested Answer: A 🗳️
by ashketchumm at Aug. 18, 2023, 10:55 a.m.

Comments

Chosen Answer:
This is a voting comment (?) , you can switch to a simple comment.
Switch to a voting comment New
Submit Cancel
75aacea
6 months, 2 weeks ago
Selected Answer: B
Einstein Bots are designed to automate routine tasks and common questions through chat interfaces. They can be deployed across multiple digital channels, including web, SMS, and messaging apps like Facebook Messenger and WhatsApp. Bots can provide answers to common questions like password resets and order status inquiries without escalating to a human agent, effectively deflecting cases before they are created.
upvoted 1 times
...
VinhceBlaze
6 months, 2 weeks ago
It’s definitely C. https://help.salesforce.com/s/articleView?id=000389088&type=1 Messaging lets companies have conversations with customers in their preferred methods such as mobile devices via apps like Facebook Messenger, WhatsApp, and SMS/MMS text messages. The resources below will help you understand considerations to review before getting those conversations going.
upvoted 1 times
...
paddy95
1 year, 1 month ago
Selected Answer: C
Einstein Bots can live on many channels, including SMS, Chat, Slack, Facebook Messenger, and WhatsApp – and they support conversations in multiple languages. The main benefits of bots are that they can answer routine queries without an agent being required, capture the necessary information before transferring to an agent and be served up to customers on their preferred channel. Social Studio does not support sms, web & Facebook Messenger channels which are required.
upvoted 2 times
...
Bolumighty
1 year, 1 month ago
Selected Answer: A
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
upvoted 1 times
...
manojN1004
1 year, 2 months ago
Selected Answer: B
Bot Can be used
upvoted 2 times
...
ashketchumm
1 year, 3 months ago
Selected Answer: A
It should be A
upvoted 2 times
smarty7575
8 months, 2 weeks ago
I believe SCS only supports Facebook and Twitter integration.
upvoted 1 times
...
...

Get IT Certification

Unlock free, top-quality video courses on ExamTopics with a simple registration. Elevate your learning journey with our expertly curated content. Register now to access a diverse range of educational resources designed for your success. Start learning today with ExamTopics!

Start Learning for free
Community vote distribution
A (35%)
C (25%)
B (20%)
Other
Most Voted
A voting comment increases the vote count for the chosen answer by one.

Upvoting a comment with a selected answer will also increase the vote count towards that answer by one. So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.

SaveCancel