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Exam Certified Service Cloud Consultant topic 1 question 105 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 105
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. Define Case Escalation Rules
  • C. Create a Case Macro
  • D. Configure Process builder
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Suggested Answer: C 🗳️
by ashketchumm at Aug. 19, 2023, 9:51 a.m.

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ashketchumm
9 months, 3 weeks ago
Selected Answer: C
It is macro
upvoted 3 times
paddy95
8 months, 4 weeks ago
I don't think Case Macro addresses the aspect that agents are forgetting to perform this step. Therefore this step should be automated (D).
upvoted 3 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
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