Salesforce Certified Service Cloud Consultant — Question 33

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

Answer options

• A. Activate a Validation Rule
• B. Create a Case Macro
• C. Define Case Escalation Rules
• D. Configure Process Builder

Correct answer: D

Explanation

The correct answer is D, as configuring Process Builder can automate the status update process once an email is sent, ensuring that agents do not overlook this step. Option A, activating a Validation Rule, would not help in automating the status change; it only prevents certain actions under specific conditions. Option B, creating a Case Macro, could assist agents but would still rely on them to execute it, which does not solve the problem of forgetting the step. Option C, defining Case Escalation Rules, is unrelated as it deals with escalating cases rather than updating statuses after communication.