Salesforce Exam Service-Cloud-Consultant Topic 8 Question 85 Discussion

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

Question #: 85
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 Raylene at Mar 17, 2024, 07:15 PM

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Aleshia

3 months ago

Email-to-Case could also be a good option, it allows customers to submit their issues efficiently.

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Gilma

3 months ago

I agree with Knowledge base can help customers find solutions on their own.

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Carry

3 months ago

I disagree, Knowledge base would be more effective in reducing call volume and resolution time.

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Joaquin

3 months ago

I think we should recommend Chat with an agent.

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Vilma

3 months ago

Chat with an agent is the way to go. It's like having a personal concierge for your customer service needs!

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Jutta

3 months ago

The knowledge base is the clear winner here. It's like having a virtual assistant that never gets tired or grumpy!

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Leonida

2 months ago

C) Knowledge base

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Alisha

3 months ago

B) Chat with an agent

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Kendra

3 months ago

A) Email-to-Case

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Wilford

3 months ago

Email-to-Case might be a good choice if customers prefer to communicate asynchronously. It can help streamline the process.

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Raul

2 months ago

C) Knowledge base could also be helpful for customers to find answers on their own.

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Mi

2 months ago

A) Email-to-Case sounds like a good option for reducing call volume and resolution time.

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Melinda

2 months ago

C) Knowledge base could also be helpful in providing customers with self-service options.

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Dell

3 months ago

A) Email-to-Case sounds like a good option for reducing call volume and resolution time.

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Jesusa

3 months ago

C) Knowledge base could also be helpful in providing customers with self-service options.

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Anika

3 months ago

A) Email-to-Case sounds like a good option for reducing call volume and resolution time.

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Lonna

4 months ago

But Chat with an agent provides immediate support for complex issues.

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Ellsworth

4 months ago

Chat with an agent seems like a good option. It can provide real-time support and help resolve issues faster.

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Leatha

3 months ago

Email-to-Case can also be a good option for handling customer inquiries efficiently.

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Cruz

3 months ago

A) Email-to-Case

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Vinnie

3 months ago

Yes, chat support can really make a difference in reducing call volume and resolution time.

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Frederic

3 months ago

B) Chat with an agent

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Deeanna

3 months ago

Having a knowledge base can also be very helpful for customers to find answers on their own.

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Christiane

3 months ago

C) Knowledge base

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Herschel

3 months ago

That's a great point! Chat support can definitely help with real-time assistance.

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Mose

4 months ago

B) Chat with an agent

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Carin

4 months ago

I think the knowledge base is the way to go. It can help customers find answers quickly and reduce call volume.

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Alberto

4 months ago

I agree with Josephine, Knowledge base can help customers find answers themselves.

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Josephine

4 months ago

I disagree, Knowledge base would be more efficient.

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Ora

4 months ago

I think we should go with Chat with an agent.

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