Câu 78: Salesforce Certified Service Cloud Consultant

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

1. A. Service requests are assigned by the support reps to the technician.
2. B. Service requests are scheduled using Salesforce Field Service. — đáp án hiện tại
3. C. Service requests are assigned to a queue where the technician can accept it.
4. D. Service requests are assigned to the technician using Omni-Channel.