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By Salesforce · Question Mode

QuestionQ38

Service Cloud Solution Design

Ursa Major Solar dispatches service technicians to customer sites. Customers have complained about 4-hour-long appointment windows and insufficient information about the technician’s arrival time.

Which feature is recommended to improve the customer experience?

  • A Incident Management
  • B Appointment Assistant
  • C Omni-Channel Routing
  • D Video Support
Explanation

Appointment Assistant provides customer-facing service-appointment updates, including the mobile worker’s estimated arrival time, notifications, and real-time location information while the worker is en route. This gives customers clearer visibility into when the technician will arrive.

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