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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 92 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 92
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

  • A. Standard Web-to-Case with assignment rules
  • B. Standard Email-to Case with assignment rules
  • C. Lightning Email with web routing prioritization
  • D. Omni-Channel with prioritized queues
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Suggested Answer: A 🗳️
by syuan0321 at Jan. 29, 2023, 5:14 p.m.

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oalexandrino
10 months, 1 week ago
Selected Answer: A
Both email2case and web2case could be used, the point is related to 'structured' word. Web-2-case is much more structured to Email2Case because you can select wich fields will be avaiable in the web-form, so you are structuring the data to be routed by assignment rules
upvoted 1 times
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EliasSF
1 year, 7 months ago
The keyword here is "log" you can only do that from a website like a Lightning Experience Community. Answer is A
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syuan0321
1 year, 9 months ago
B to me, email-to-case support logs.
upvoted 1 times
biggest01
1 year, 2 months ago
Only web to case can give structured data
upvoted 1 times
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