Q: 20
[Interaction Channels]
A recent work task analysis for a service center revealed that service agents perform the
same steps when closing a case and sending a survey through email. These steps take around 1
minute per case. With millions of cases closed each year, it is important to improve efficiency of this
operation. the
What is a recommended Service Cloud feature that improves the process?
Options
Discussion
A Macros automate repetitive tasks, like closing a case and sending follow-up emails, so agents can do it all in one click. This fits the scenario since it's about speeding up common actions. Pretty sure that's what Salesforce recommends here.
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