A consultant is designing a solution for a client who wants to track customer support interactions across multiple channels, including email, chat, and social media. They need a unified view of the customer journey to improve service quality. Which Salesforce feature should the consultant primarily leverage to create this single source of truth for customer interactions?

During a service process review, you discover that case escalation is a manual, email-based process causing significant delays. The business wants to automate this so that cases meeting specific criteria are automatically reassigned to a senior support tier. What is the most efficient and maintainable way to implement this automation within Service Cloud?

A support manager reports that agents are spending too much time searching for relevant Knowledge Articles while resolving cases. They want articles to be proactively suggested based on the case details. Which capability should you enable and configure to address this need effectively?

Your client, a financial services company, has strict compliance requirements. They need a complete, unalterable audit trail of every action taken on a case, including field changes, comments, and email sent. Which Salesforce feature must be implemented to ensure this level of record-keeping is achieved?

Imagine you’re setting up a support process for a new hardware product. Support agents need a guided, step-by-step script to ensure they ask the right diagnostic questions and follow correct troubleshooting procedures. What Service Cloud feature allows you to embed this interactive guidance directly into the agent’s workspace?

The support team is struggling with inconsistent service levels because agents with different skill sets are all receiving cases from the same general queue. How can you ensure that cases related to “Billing” are automatically routed only to agents who are certified in that area?

A customer submits a complex case via web-to-case. The initial agent determines it requires input from the billing department before they can proceed. What action should the agent take to formally transfer ownership and context of the case while keeping the customer updated?

You are advising a company that wants to move their customer self-service portal from a legacy system to Salesforce. They emphasize that the portal must reflect their brand identity and allow customers to log cases, search knowledge, and view their case history. What is the primary Salesforce technology you would use to build this?

To improve first-contact resolution, a manager wants agents to see a dashboard component directly on the case page that shows the customer’s recent cases and their statuses. How can you add this contextual, real-time data to the agent’s case view without custom code?

A consultant is designing a solution for a client who wants to track customer support interactions across multiple channels, including email, chat, and social media. They need a unified view of the customer journey to improve service quality. Which Salesforce feature should the consultant primarily leverage to create this single source of truth for customer interactions?0