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Question 34 - Certified Education Cloud Consultant discussion

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A help desk at a large university wants to track and measure average resolution times and escalations associated with student requests for password resets.

Which solution should a consultant recommend?

A.
Salesforce Identity
Answers
A.
Salesforce Identity
B.
Digital Engagement
Answers
B.
Digital Engagement
C.
Einstein Next Best Action
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C.
Einstein Next Best Action
D.
Service Cloud
Answers
D.
Service Cloud
Suggested answer: D

Explanation:

Service Cloud is a solution that the consultant can recommend to track and measure average resolution times and escalations associated with student requests for password resets. Service Cloud allows the help desk to create, manage, and resolve cases that represent student issues or problems. Service Cloud also provides reports and dashboards that show key metrics such as resolution time, escalation rate, and customer satisfaction. Salesforce Identity, Digital Engagement, and Einstein Next Best Action are not solutions that can track and measure average resolution times and escalations associated with student requests for password resets.

Reference:

https://www.salesforce.com/products/service-cloud/overview/

https://trailhead.salesforce.com/en/content/learn/modules/service_cloud_basics

asked 23/09/2024
Ruben Munilla Hernandez
42 questions
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