SALESFORCE-ASSOCIATE · Question #11
Get Cloudy Consulting (GCC) currently supports its customers via calls and emails. GCC wants to meet the needs of digitally savvy customers by offering support via web chat as well as SMS, Facebook Me
The correct answer is A. Service Cloud. Service Cloud is Salesforce's customer service and support platform. It includes Digital Engagement (formerly Messaging and Live Agent) which enables support across multiple digital channels including web chat, SMS, Facebook Messenger, and WhatsApp - exactly the channels GCC want
Question
Get Cloudy Consulting (GCC) currently supports its customers via calls and emails. GCC wants to meet the needs of digitally savvy customers by offering support via web chat as well as SMS, Facebook Messenger, and WhatsApp. Which Salesforce product should meet this need?
Options
- AService Cloud
- BExperience Cloud
- CSales Cloud
How the community answered
(24 responses)- A88% (21)
- B4% (1)
- C8% (2)
Explanation
Service Cloud is Salesforce's customer service and support platform. It includes Digital Engagement (formerly Messaging and Live Agent) which enables support across multiple digital channels including web chat, SMS, Facebook Messenger, and WhatsApp - exactly the channels GCC wants to offer. Experience Cloud is for building customer-facing portals and communities. Sales Cloud is focused on sales processes like pipeline management and opportunity tracking, not multi-channel customer support.
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