Salesforce Certified Service Cloud Consultant — Question 19

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

Answer options

• A. Standard Web-to-Case with assignment rules
• B. Standard Email-to Case with assignment rules
• C. Lightning Email with web routing prioritization
• D. Omni-Channel with prioritized queues

Correct answer: A

Explanation

The correct answer is A because Standard Web-to-Case allows for structured data submission and can utilize assignment rules to route cases effectively. The other options, while useful, do not provide the same level of structured data handling or routing capabilities based on urgency and product line.