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Question 104 - Certified User Experience Designer discussion

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A UX Designer is designing a Service Cloud implementation for service representatives who should be able to view the history of cases that a specific customer has submitted.

Which hierarchy of information should the representative go through to view that list?

A.
All Contacts > Contact Detail > Account Detail > Case Related List
Answers
A.
All Contacts > Contact Detail > Account Detail > Case Related List
B.
All Contacts > Contact Detail > Case Related List > Account Detail
Answers
B.
All Contacts > Contact Detail > Case Related List > Account Detail
C.
All Cases > Case Detail > Contact Detail > Account Related List
Answers
C.
All Cases > Case Detail > Contact Detail > Account Related List
D.
All Accounts > Account Detail > Contact Detail > Case Related List
Answers
D.
All Accounts > Account Detail > Contact Detail > Case Related List
Suggested answer: D

Explanation:

To view the history of cases that a specific customer has submitted, the representative should go through the following hierarchy of information: All Accounts > Account Detail > Contact Detail > Case Related List. This is because cases are related to contacts, and contacts are related to accounts. By navigating from the account level to the contact level, the representative can see all the contacts associated with a specific account. Then, by selecting a contact, the representative can see the case related list, which shows all the cases that the contact has submitted or been involved in. This way, the representative can view the history of cases for a specific customer in a logical and efficient manner.Reference: : UX Designer Certification Prep: Designing with Service Cloud | Trailhead : Service Cloud Basics | Salesforce Help

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asked 23/09/2024
Miles Greenyer
38 questions
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