Salesforce Exam Service Cloud Consultant Topic 7 Question 83 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 83
Topic #: 7

[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 Maurine at Feb 12, 2024, 07:55 PM

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Julianna

7 months ago

Knowledge base, for sure! It's like having a virtual assistant that never gets tired of answering the same questions over and over again.

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Hector

7 months ago

I agree, having a knowledge base can really help reduce call volume and resolution time.

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Vashti

7 months ago

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

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Georgiann

7 months ago

Knowledge base all the way! Customers love being able to find the answers they need without having to wait on hold. Plus, it's a great way to save the company some money.

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Theola

6 months ago

C) Knowledge base

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Nohemi

6 months ago

B) Chat with an agent

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Chandra

7 months ago

A) Email-to-Case

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Carma

7 months ago

Chat with an agent may be quick, but having a Knowledge base can prevent unnecessary calls in the first place.

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Kanisha

7 months ago

Email-to-Case could be useful, but I'm not sure it's as efficient as the other options for reducing call volume and resolution time.

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Kirby

7 months ago

C) Knowledge base

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Quentin

7 months ago

B) Chat with an agent

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Deangelo

7 months ago

A) Email-to-Case

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Malcolm

7 months ago

But wouldn't Chat with an agent be more efficient for resolving issues quickly?

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Matthew

7 months ago

I agree with Carma, having a Knowledge base can help customers find solutions on their own.

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Lizette

8 months ago

Chat with an agent seems like a good option too. It gives customers a more interactive way to get their issues resolved quickly.

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Pearlie

7 months ago

C) Knowledge base

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Tiera

7 months ago

B) Chat with an agent

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Latonia

7 months ago

A) Email-to-Case

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Chantell

7 months ago

C) Knowledge base

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Tora

7 months ago

A) Email-to-Case

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Carma

8 months ago

I think we should recommend Knowledge base to reduce call volume and resolution time.

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Glory

8 months ago

I think the Knowledge base is the way to go. Providing customers with self-service options can really help reduce call volume and resolution time.

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Joana

7 months ago

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

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Margret

7 months ago

It's true, having a knowledge base can reduce the number of calls coming into the contact center.

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Jerilyn

7 months ago

I agree, self-service options can really help streamline the support process.

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Trina

7 months ago

Knowledge base is definitely the best option. It allows customers to find answers on their own.

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Cristen

7 months ago

C) Knowledge base

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Theron

7 months ago

B) Chat with an agent

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Dortha

7 months ago

A) Email-to-Case

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Luisa

8 months ago

I agree, self-service options can definitely help reduce call volume and resolution time.

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Luisa

8 months ago

Knowledge base

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Meghan

8 months ago

That's true, Ariel. Knowledge base can empower customers to find solutions on their own, reducing the need for support calls.

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Ariel

8 months ago

But wouldn't Knowledge base be more efficient in the long run? It can provide self-service options for customers.

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Pete

8 months ago

I agree with Otis. Chat with an agent can help reduce call volume and resolution time.

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Otis

9 months ago

I think we should go with Chat with an agent. It allows customers to get answers quickly.

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