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

Show Suggested Answer

Suggested Answer: A 🗳️

by syuan0321 at Jan. 29, 2023, 5:14 p.m.

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oalexandrino

11 months, 4 weeks 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

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EliasSF

1 year, 8 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, 11 months ago

B to me, email-to-case support logs.

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biggest01

1 year, 4 months ago

Only web to case can give structured data

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