Service-Cloud-Consultant Exam Dumps | Universal Containers wants to automate case management for the web support team. When new cases come

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 25

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Question 25/117

Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

A. Lightning Component

B. Contact Request flow

C. Direct Messaging

D. Case queues

Correct Answer: D

Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References:
:https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5

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