Salesforce Certified Service Cloud Consultant — Question 94

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation.

What are two recommended Service Cloud features that work together to improve the process? (Choose two.)

Answer options

• A. Global Quick Action
• B. Email Templates
• C. Macros
• D. Quick Text

Correct answer: B, C

Explanation

Email Templates streamline the process of sending surveys by providing pre-designed formats, while Macros allow agents to automate repetitive tasks, thus saving time. The other options, Global Quick Action and Quick Text, do not directly address the specific needs of closing cases and sending surveys as effectively as Email Templates and Macros do.