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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Delsie

6 days ago

Actions & Recommendations, all the way! I want those agents to have a whole menu of options to choose from. Variety is the spice of life, am I right?

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Carla

14 days ago

Einstein Next Best Action could be a game-changer here. Let the AI work its magic and suggest the perfect response for each cusAlicaer interaction. Might even throw in a joke or two to keep things lively.

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Kirby

25 days ago

I see your point, but I still think A) In-App Guidance would be more helpful for agents.

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Ozell

27 days ago

I disagree, I believe the correct answer is B) Einstein Next Best Action.

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Alica

1 months ago

In-App Guidance for sure! Gotta keep those agents on track and make sure they're following the script to a tee. Wouldn't want any... *ahem* creative improvisation happening.

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Elza

18 days ago

A) In-App Guidance

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Kirby

1 months ago

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

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Jaclyn

1 months 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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Tenesha

30 days ago

C: In-App Guidance it is then, let's make sure the agents have all the support they need to be successful.

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Josephine

1 months ago

B: I agree, having that guidance readily available would make it easier for new agents to learn the ropes quickly.

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Valentin

1 months ago

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

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