Salesforce Certified Service Cloud Consultant — Question 70

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.

What is the recommended feature to meet the requirement?

Answer options

• A. Create a record-triggered flow.
• B. Create an IP blocking rule.
• C. Create an Omni-flow.

Correct answer: A

Explanation

Creating a record-triggered flow allows CK to automate the process of identifying and managing abusive customers, preventing them from starting new messaging sessions. An IP blocking rule would not specifically address abusive language, as it would block users based on their IP rather than their behavior. An Omni-flow is not the correct solution for this specific requirement, as it does not focus on preventing future interactions based on past behavior.