Salesforce Certified Platform Developer II — Question 5

A company wants to implement a new call center process for handling customer service calls. It requires service reps to ask for the caller's account number before proceeding with the rest of their call script.
Following best practices, what should a developer use to meet this requirement?

Answer options

• A. Apex Trigger
• B. Process Builder
• C. Flow Builder
• D. Approvals

Correct answer: C

Explanation

The correct answer is C, Flow Builder, as it allows for creating interactive processes that can guide users through a series of steps, such as collecting an account number. Apex Trigger is not suitable for user interactions, Process Builder is more for automating processes without user input, and Approvals are focused on managing approval workflows rather than gathering information.