✅ Correct Answer: A. Salesforce Service Cloud

Explanation:
Salesforce Service Cloud is the most appropriate product for this use case because it:

Supports call center operations, including managing cases and customer interactions.

Integrates with call transcription tools (via Einstein Conversation Insights or partner CTI solutions).

Allows supervisors to review call transcripts, evaluate performance, and coach team members.

Includes features like Omni-Channel, Case Management, and Einstein Conversation Insights that are essential for service teams.

❌ Why not the others?
B. Salesforce native CTI Connector – This is an integration layer, not a complete coaching or transcript analysis solution.

C. Salesforce High Velocity Sales – Designed for sales development reps (SDRs) in inside sales, focusing on cadences and lead follow-ups, not service coaching.

D. Salesforce Sales Cloud – Focuses on opportunity and lead management, not support transcripts or coaching workflows.

This is true but the name now has been changed to Sales engagement

* Sales Engagement helps reps to sell faster and more efficiently. The product makes it easier for sellers to complete the building blocks of their job (sending emails, making calls, booking meetings, etc.) by structuring tasks in easy-to-follow cadences, automating repetitive jobs, and delivering key insights to optimize performance over time.
* Cadences are a predefined series of sales actions for reps to take for a specific prospect. They can include calls, automated or manual emails, SMS, LinkedIn activities, and with flows, can kick off processes internally.