Exam Certified Service Cloud Consultant topic 1 question 4 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant

Question #: 4
Topic #: 1

[All Certified Service Cloud Consultant Questions]

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?

A. Define separate Record Types for Tier 1 and Tier 2
B. Configure a Visual Flow Troubleshooting Action
C. Implement Lightning Guided Engagement
D. Enable Omni-Channel Case assignment

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Suggested Answer: C 🗳️

by MarkBMelb at Sept. 27, 2023, 6:32 a.m.

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Ajay0105

5 days, 8 hours ago

Selected Answer: C

Visual Flow (B) and Lightning Guided Engagement (C) are the best options for providing guided steps. Given that "Lightning Guided Engagement" specifically refers to the concept of leading an agent through a process, and often leverages Flow as its underlying technology, it's the most direct answer if the intent is to provide active, step-by-step guidance. If the "additional troubleshooting steps" are meant to be a structured, interactive process for the agent, then C. Implement Lightning Guided Engagement is the most precise and comprehensive solution. This is because Guided Engagement explicitly focuses on walking agents through processes, which aligns perfectly with presenting "additional troubleshooting steps" in a structured way. Visual Flow would be the tool used to build that guided engagement

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MarkBMelb

8 months, 3 weeks ago

I think this may be known differently now : Lightning Guided Engagement = lightning flow for service

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