Salesforce Exam Service-Cloud-Consultant Topic 8 Question 94 Discussion

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

Question #: 94
Topic #: 8

[All Salesforce Certified 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 Roxane at Jul 11, 2024, 02:53 AM

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Dominga

25 days ago

I think we should consider both Chat with an agent and Knowledge base for a comprehensive solution.

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Rolf

28 days ago

Knowledge base all the way! Who needs agents when you've got a treasure trove of information at your fingertips? Just don't let the agents see this comment, or I might be looking for a new job.

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Bette

28 days ago

I believe Knowledge base is the best solution to reduce resolution time.

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1 months ago

Chat with an agent sounds like the best option. Customers can get real-time assistance without having to wait on the phone.

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Emile

10 days ago

A) Email-to-Case

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2 months ago

I think we should go with Chat with an agent.

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