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Salesforce Exam Service Cloud Consultant Topic 8 Question 94 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam
Question #: 94
Topic #: 8
[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?

Show Suggested Answer Hide 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
6 months ago
I think we should consider both Chat with an agent and Knowledge base for a comprehensive solution.
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Rolf
6 months 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
6 months ago
I believe Knowledge base is the best solution to reduce resolution time.
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Tula
6 months ago
Email-to-Case is a pretty standard solution, but I'm not sure it's the most efficient. Customers still have to wait for a response.
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Dewitt
5 months ago
B) Chat with an agent
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Antonio
5 months ago
C) Knowledge base
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Bulah
5 months ago
B) Chat with an agent
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Devorah
5 months ago
A) Email-to-Case
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Annabelle
6 months ago
I agree with Lachelle, Chat with an agent can help reduce call volume.
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Ciara
6 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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Lenna
5 months ago
B) Chat with an agent
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Emile
5 months ago
A) Email-to-Case
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Tracey
6 months ago
I think the knowledge base is the way to go. Quick access to information can really help reduce call volume and resolution time.
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Dong
5 months ago
C) Knowledge base
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Anglea
6 months ago
I agree, having a knowledge base can definitely help reduce call volume and resolution time.
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Ryan
6 months ago
C) Knowledge base
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Werner
6 months ago
B) Chat with an agent
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Gussie
6 months ago
A) Email-to-Case
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Lachelle
6 months ago
I think we should go with Chat with an agent.
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