Salesforce Certified Service Cloud Consultant — Question 73

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)

Answer options

• A. Omni-Channel
• B. Publisher Actions
• C. Macros
• D. Chatter
• E. Quick Text

Correct answer: B, C, E

Explanation

Publisher Actions (B), Macros (C), and Quick Text (E) are designed to streamline workflows and reduce the number of clicks by automating repetitive tasks and providing quick responses. Omni-Channel (A) focuses on routing cases to agents, while Chatter (D) is a collaboration tool that doesn't directly reduce clicks in case management.