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

Suggested Answer: B 🗳️

by ashketchumm at Aug. 18, 2023, 10:55 a.m.

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2683cc2

3 months, 2 weeks ago

Selected Answer: B

I thought C at first but that wouldnt stop cases from being created. Bots would and provide resolution to these type of requests

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75aacea

8 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.

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VinhceBlaze

8 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

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paddy95

1 year, 3 months 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

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