Certified Education Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ14

Analytics

A help desk at a large university needs to track and measure average resolution times and escalations related to student password-reset requests.

Which solution should a consultant recommend?

  • A Einstein Next Best Action
  • B Digital Engagement
  • C Service Cloud
Explanation

Service Cloud supports case management and service reporting, including metrics for average time to close and total escalated cases. Password-reset requests can be handled as cases and measured through Service Cloud reports and dashboards.

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