Salesforce Platform Developer I (legacy) — Question 168

A company wants to implement a new call center process for handling customer service calls. It requires service reps to ask for the caller’s account number before proceeding with the rest of their call script.

Following best practices, what is the optimal approach to satisfy this requirement?

Answer options

• A. Flow Builder
• B. Apex trigger
• C. Einstein Next Best Action
• D. Approvals

Correct answer: A

Explanation

The optimal solution is Flow Builder because it allows for the creation of guided processes that can prompt service reps to collect the account number easily. Apex triggers are used for backend automation and would not provide the user interface needed for call handling. Einstein Next Best Action is focused on recommending actions rather than handling call scripts, and Approvals are not relevant to the requirement of collecting account information.