Salesforce Exam Service Cloud Consultant Topic 3 Question 92 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 92
Topic #: 3

[All Service Cloud Consultant Questions]

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

AEmail-to-Case

BChat with an agent

CKnowledge base

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Alecia at Jun 23, 2024, 06:22 PM

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Timothy

6 months ago

Hmm, I don't know. I'm kind of feeling like a chat with a friendly agent might be the way to go. Who doesn't love a little human interaction, am I right?

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Brynn

5 months ago

B) Chat with an agent

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Desiree

5 months ago

C) Knowledge base

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Kiley

5 months ago

B) Chat with an agent

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Ernie

5 months ago

A) Email-to-Case

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Walker

6 months ago

Email-to-Case could be a good choice too. It allows customers to submit inquiries at their convenience and provides a written record of the interaction.

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Alpha

6 months ago

I'm going to have to go with option C, the knowledge base. It's a great way to provide customers with the information they need without tying up agents on the phone.

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Refugia

4 months ago

Absolutely, it's a win-win for both customers and the contact center.

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Kenny

4 months ago

I agree, the knowledge base is a great self-service option that can reduce call volume.

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Alaine

4 months ago

Knowledge base is definitely the way to go. It can help customers find answers on their own.

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Jettie

4 months ago

C) Knowledge base

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Jacquelyne

4 months ago

B) Chat with an agent

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Titus

4 months ago

A) Email-to-Case

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Tamekia

4 months ago

I'm going to have to go with option C, the knowledge base. It's a great way to provide customers with the information they need without tying up agents on the phone.

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Chauncey

5 months ago

C) Knowledge base

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Tamesha

5 months ago

B) Chat with an agent

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Charlie

5 months ago

A) Email-to-Case

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Francoise

6 months ago

Chat with an agent seems like the most efficient way to handle customer inquiries. It's more interactive than a knowledge base and can provide a more personalized experience.

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Alton

6 months ago

I think the knowledge base would be the best solution to reduce call volume and resolution time. It allows customers to find answers quickly without having to speak to an agent.

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