Salesforce Exam Service Cloud Consultant Topic 2 Question 107 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 107
Topic #: 2

[All Service Cloud Consultant Questions]

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

AIn-App Guidance

BEinstein Next Best Action

CActions & Recommendations

Show Suggested Answer

Suggested Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

by Miles at Jan 11, 2025, 08:35 AM

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Kirby

1 days ago

I think the answer is A) In-App Guidance.

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Jaclyn

8 days ago

A standardized agent-customer dialog? Sounds like a great way to streamline the process. I'd go with In-App Guidance to make sure the agents have all the information they need right at their fingertips.

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Valentin

1 days ago

A: In-App Guidance would definitely help the agents provide consistent and accurate information to customers.

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