Salesforce Exam Service Cloud Consultant Topic 7 Question 87 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 87
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 Hector at Apr 25, 2024, 12:06 PM

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Fallon

6 months ago

But Chat with an agent could provide quick resolutions too.

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Jovita

6 months ago

I'd recommend the Knowledge base. It's like having a digital librarian at your fingertips - can't get any more efficient than that!

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Mee

5 months ago

C) Knowledge base

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Eveline

5 months ago

B) Chat with an agent

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Darrin

6 months ago

A) Email-to-Case

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Shawn

7 months ago

Email-to-Case is a solid choice. It allows customers to submit inquiries at their convenience and the team can respond asynchronously.

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Tu

5 months ago

C) Knowledge base

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Oliva

6 months ago

A) Email-to-Case

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Curt

6 months ago

C) Knowledge base

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Mariann

6 months ago

C) Knowledge base

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Meghan

6 months ago

A) Email-to-Case

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Fabiola

6 months ago

A) Email-to-Case

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Lenna

7 months ago

Yeah, self-service articles can help reduce calls.

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Elza

7 months ago

I think Knowledge base is the most effective.

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Johanna

7 months ago

Chat with an agent is a great option. Customers can get real-time assistance and have their issues resolved efficiently.

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Raylene

6 months ago

B) Chat with an agent

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Darell

6 months ago

Chat with an agent is a great option. Customers can get real-time assistance and have their issues resolved efficiently.

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Glen

7 months ago

I think Knowledge base is the way to go. It can provide customers with quick and accurate information, reducing call volume and resolution time.

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Ming

6 months ago

Yes, it can really streamline the support process.

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Wayne

6 months ago

But overall, Knowledge base seems like the most efficient solution.

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Rosann

7 months ago

Chat with an agent might be quicker for some customers.

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Benedict

7 months ago

Email-to-Case could also be helpful for more complex issues.

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Lajuana

7 months ago

I agree, it can help customers find answers on their own.

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Miesha

7 months ago

Knowledge base is definitely the best option.

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Devon

7 months ago

Email-to-Case, Chat with an agent, Knowledge base.

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Virgina

7 months ago

Right. What options do we have?

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Francesco

7 months ago

The question is about reducing call volume and resolution time.

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Julio

8 months ago

That's true, but I believe having a Knowledge base would be beneficial too.

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Anjelica

8 months ago

Chat with an agent could also help in reducing call volume.

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Wava

8 months ago

I think we should recommend Email-to-Case as a solution.

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Julio

8 months ago

We need to reduce call volume and resolution time in Service Cloud.

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