Salesforce Exam Service-Cloud-Consultant Topic 6 Question 89 Discussion

Actual exam question for Salesforce's Salesforce Certified Service Cloud Consultant exam

Question #: 89
Topic #: 6

[All Salesforce Certified 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 Stevie at May 11, 2024, 08:11 AM

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Goldie

2 months ago

I'm going to have to go with the classic 'B) Einstein Next Best Action'. It's like having a virtual consultant whispering in your ear, telling you exactly what to do. Who doesn't love that?

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Paz

2 months ago

Hmm, this is a tough one. I'd have to go with A) In-App Guidance. Having that contextual help right at their fingertips is just too valuable to pass up.

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Henriette

2 months ago

I think Einstein Next Best Action could also be useful in suggesting the best course of action for agents to take during customer interactions.

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Paola

2 months ago

I agree, In-App Guidance would definitely help new agents navigate the system more efficiently.

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Bulah

2 months ago

C) Actions & Recommendations is definitely the way to go. Giving the agents a curated list of possible actions and suggestions will make them feel confident and empowered.

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Raina

2 months ago

C) Actions & Recommendations

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Arminda

2 months ago

B) Einstein Next Best Action

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Tayna

2 months ago

A) In-App Guidance

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Carlene

2 months ago

C) Actions & Recommendations is definitely the way to go. Giving the agents a curated list of possible actions and suggestions will make them feel confident and empowered.

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Hassie

2 months ago

B) Einstein Next Best Action

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Eleonora

2 months ago

A) In-App Guidance

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Huey

3 months ago

B) Einstein Next Best Action sounds like a great option here. With AI-powered recommendations, the agents can get guidance on the best way to handle each customer interaction.

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Jacki

2 months ago

B) Einstein Next Best Action

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Jannette

2 months ago

A) In-App Guidance

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Alita

2 months ago

B) Einstein Next Best Action

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Dorsey

2 months ago

C) Actions & Recommendations

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Teddy

2 months ago

B) Einstein Next Best Action

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Salley

2 months ago

A) In-App Guidance

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Lilli

2 months ago

A) In-App Guidance

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Sherell

3 months ago

I think the correct answer is A) In-App Guidance. This feature can provide agents with step-by-step instructions right within the console, helping them stay on track and be more productive.

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