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 33 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 33
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  • A. Use Salesforce Flow for notifications and case teams to monitor cases.
  • B. Use escalation rules for notifications and case teams to monitor cases.
  • C. Use escalation rules for notifications and account teams to monitor cases.
  • D. Use Salesforce Flow for notifications and account teams to monitor cases.
Show Suggested Answer Hide Answer
Suggested Answer: A 🗳️
by Shobi82 at Jan. 12, 2023, 8:30 p.m.

Comments

Chosen Answer:
This is a voting comment (?) , you can switch to a simple comment.
Switch to a voting comment New
Submit Cancel
rupesh_011
Highly Voted 1 year, 8 months ago
Selected Answer: A
As escalation rules require to put time criteria (Case Age) for the rule, Salesforce Flow best suits here. There are no any clues for Case age or time in the question.
upvoted 9 times
...
oalexandrino
Most Recent 11 months, 1 week ago
For sure it`s A! Regarding B? It is not the best choice once the question states " on high-priority cases for specific products." It sounds you should perfom much more than scalation can do.
upvoted 1 times
...
CryptoD
1 year, 9 months ago
Selected Answer: B
Escalation doesn't have to change ownership and can just notify so I think B. You could do it with A but more complex and no need.
upvoted 3 times
...
Shobi82
1 year, 10 months ago
Why not "B" ?
upvoted 1 times
DG12
1 year, 10 months ago
I guess because escalation rule basically changes ownership, and not only "notifies"
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