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Question 65 - Certified Education Cloud Consultant discussion

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The Registrar's office has limited staff and is interested in a real-time automated Salesforce messaging solution that can address common student questions on deadlines and requirements, and provide links to resources.

Which two options should the consultant recommend to meet the requirement?

Choose 2 answers.

A.
Knowledge
Answers
A.
Knowledge
B.
Queues
Answers
B.
Queues
C.
Bots
Answers
C.
Bots
D.
Live Chat
Answers
D.
Live Chat
Suggested answer: C, D

Explanation:

Bots and Live Chat are two options that the consultant can recommend to meet the requirement of providing real-time automated Salesforce messaging solution that can address common student questions on deadlines and requirements, and provide links to resources. Bots are automated agents that can interact with customers via text or voice, and provide answers, guidance, or actions based on predefined rules or artificial intelligence. Live Chat is a feature that allows users to chat with customers or prospects in real time from a website or an app, and provide support or information. Bots and Live Chat can be used together to create a seamless customer service experience, where bots can handle simple inquiries and escalate complex cases to live agents. Knowledge and Queues are not options that can provide real-time automated Salesforce messaging solution.

Reference:

https://www.salesforce.com/products/service-cloud/features/bots/

https://www.salesforce.com/products/service-cloud/features/live-chat-software/

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

asked 23/09/2024
Edgar Zapico
39 questions
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