Salesforce Certified Service Cloud Consultant — Question 16

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

Answer options

• A. Omni-Channel with Skills-Based Routing
• B. Knowledge One with Article Recommendations
• C. Live Agent and Live Message
• D. Experience Cloud with self support

Correct answer: A

Explanation

The correct answer, A, Omni-Channel with Skills-Based Routing, is appropriate because it allows for the integration of multiple support channels and assigns agents based on their expertise. Options B, C, and D do not provide the comprehensive multi-channel support CK is seeking, nor do they ensure a consistent experience across all channels.