Salesforce Certified Data Architecture Practice Test

Which license type will be needed to track customer complaints and provide subscription support?

1. Lightning platform starter license

2. Service cloud license

3. Salesforce license

4. Sales cloud license

The correct answer is: Service cloud license

To effectively track customer complaints and provide subscription support, a Service Cloud license is specifically designed to meet these needs. Service Cloud is focused on customer service and support, allowing organizations to manage customer inquiries and issues through various channels such as phone, chat, email, and social media. This license provides access to essential features like case management, knowledge base capabilities, and communication tools that are crucial for resolving customer complaints effectively. The Service Cloud license also integrates with tools that enable organizations to deliver proactive and reactive support, optimize service processes, and improve customer satisfaction. In scenarios where subscription support is needed, this license allows for tracking of customer interactions, management of service-level agreements (SLAs), and reporting on customer service metrics, which are critical for maintaining high-quality support standards. Other licenses, while valuable for different functions, do not provide the specialized capabilities required for tracking customer complaints and subscription support. The Lightning Platform Starter license offers limited functionalities mainly for app development, the Salesforce license typically refers to basic CRM access without the advanced support features, and the Sales Cloud license focuses on sales processes rather than service and support operations.