A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
Einstein Bots are designed to handle routine tasks and common questions through various digital channels such as web, SMS, Facebook Messenger, and WhatsApp. They help in deflecting cases by providing immediate answers to common issues like password resets and order inquiries without needing human intervention. This meets the requirement of providing customer self-service across multiple channels effectively.
It should be A
I believe SCS only supports Facebook and Twitter integration.
Bot Can be used
Einstein Bots can live on many channels, including SMS, Chat, Slack, Facebook Messenger, and WhatsApp – and they support conversations in multiple languages. The main benefits of bots are that they can answer routine queries without an agent being required, capture the necessary information before transferring to an agent and be served up to customers on their preferred channel. Social Studio does not support sms, web & Facebook Messenger channels which are required.
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
It’s definitely C. https://help.salesforce.com/s/articleView?id=000389088&type=1 Messaging lets companies have conversations with customers in their preferred methods such as mobile devices via apps like Facebook Messenger, WhatsApp, and SMS/MMS text messages. The resources below will help you understand considerations to review before getting those conversations going.
Einstein Bots are designed to automate routine tasks and common questions through chat interfaces. They can be deployed across multiple digital channels, including web, SMS, and messaging apps like Facebook Messenger and WhatsApp. Bots can provide answers to common questions like password resets and order status inquiries without escalating to a human agent, effectively deflecting cases before they are created.