Salesforce Exam Service-Cloud-Consultant Topic 8 Question 98 Discussion

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

Question #: 98
Topic #: 8

[All Salesforce Certified Service Cloud Consultant Questions]

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

AIn-App Guidance

BEinstein Next Best Action

CActions & Recommendations

Show Suggested Answer

Suggested Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

by Brett at Sep 11, 2024, 01:20 AM

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Oliva

3 days ago

The In-App Guidance feature sounds like the best option to help agents get up to speed quickly. It can provide step-by-step guidance right within the application.

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Miriam

5 days ago

I think A) In-App Guidance would be helpful for new agents to quickly learn the standardized dialog.

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