Universal Containers (UC) uses Salesforce Service Cloud to support its customers and agents handling cases. UC is considering implementing Agent and extending Service Cloud to mobile users.
When would Agent implementation be most advantageous?
A.
When the goal is to streamline customer support processes and improve response times
B.
When the main objective is to enhance data security and compliance measures
C.
When the focus is on optimizing marketing campaigns and strategies
Agent implementation would be most advantageous in Salesforce Service Cloud when the goal is to streamline customer support processes and improve response times. Agent can assist agents by providing real-time suggestions, automating repetitive tasks, and generating contextual responses, thus enhancing service efficiency.
Option B (data security) is not the primary focus of Agent, which is more about improving operational efficiency.
Option C (marketing campaigns) falls outside the scope of Service Cloud and Agent’s primary benefits, which are aimed at improving customer service and case management.
For further reading, refer to Salesforce documentation on Agent for Service Cloud and how it improves support processes.
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