Salesforce Certified Service Cloud Consultant — Question 42

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

What is the recommended case deflection solution?

Answer options

• A. Social Customer Service
• B. Einstein Bots
• C. Digital Engagement Messaging
• D. Chat for Web and In-App

Correct answer: B

Explanation

The correct answer is B, Einstein Bots, as they enable automated responses to common customer inquiries, effectively deflecting cases. The other options, while useful for engagement, do not specifically focus on providing automated self-service solutions that directly address the high volume of simple cases.