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Exam Certified Service Cloud Consultant topic 1 question 6 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 6
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)

  • A. Omni-Channel
  • B. Publisher Actions
  • C. Macros
  • D. Chatter
  • E. Quick Text
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Suggested Answer: BCE 🗳️
by gomatetu at April 4, 2025, 9:05 p.m.

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Ajay0105
5 days, 8 hours ago
Selected Answer: BCE
Publisher Actions: For quick access to common actions and record creation/updates. Macros: For automating multiple steps with a single click, especially for recurring processes like resolving or closing cases. Quick Text: For quickly inserting predefined text, reducing typing and speeding up communication, which is integral to case resolution.
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