Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ210

Case Management

Service team members at Cloud Kicks (CK) are struggling to collaborate with one another on Cases. CK also uses Slack internally.

What should the consultant recommend?

  • A Configure a case notification Slackbot.
  • B Create a team workspace in Slack for each case.
  • C Enable and configure Swarming in Slack.
Explanation

Salesforce Swarming integrates Service Cloud with Slack so service agents can bring in the appropriate experts, collaborate in a Slack channel on a customer issue, and retain the collaboration and participation record in Salesforce. It is intended to help teams resolve Cases collaboratively.

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