Salesforce Exam Service Cloud Consultant Topic 8 Question 98 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 98
Topic #: 8

[All 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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Mabel

2 months ago

I'm all for In-App Guidance. It's like having a Jedi master guiding the young padawan agents through the ways of the Force...er, the Service Console.

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Fannie

2 months ago

I see the value in both options. Integrating A) In-App Guidance and C) Actions & Recommendations could provide a comprehensive support system for new agents.

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Ruth

2 months ago

In-App Guidance is a no-brainer! It's like having a virtual coach whispering in your ear during every customer interaction. Simple and effective.

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Tarra

1 months ago

C) Actions & Recommendations

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Penney

1 months ago

Absolutely, In-App Guidance is a game-changer for new agents. It provides real-time support and guidance to help them navigate customer interactions.

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Alfreda

2 months ago

A) In-App Guidance

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Han

2 months ago

I think Actions & Recommendations could also be helpful for agents to streamline their workflow.

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Madonna

2 months ago

C) Actions & Recommendations

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Monte

2 months ago

Definitely! In-App Guidance provides real-time support and guidance for agents.

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Selene

2 months ago

A) In-App Guidance

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Veronique

3 months ago

Actions & Recommendations might be overkill for this use case. In-App Guidance seems like the most targeted solution to address the training needs.

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Willetta

2 months ago

A) In-App Guidance

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Sheron

2 months ago

I think In-App Guidance would provide more direct support for the agents.

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Arlette

2 months ago

B) Einstein Next Best Action

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Beata

2 months ago

I agree, In-App Guidance would be the most effective for training new agents.

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Honey

2 months ago

A) In-App Guidance

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Brandee

3 months ago

I believe C) Actions & Recommendations could also be useful in suggesting the best actions for agents to take during customer interactions.

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Rene

3 months ago

I agree with Miriam. In-App Guidance can provide step-by-step instructions for agents to follow.

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Nettie

3 months ago

Einstein Next Best Action could also be useful, but I think the consultant should focus on the more straightforward In-App Guidance for now.

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Lenita

2 months ago

That's a good point, starting with In-App Guidance would definitely help the agents get up to speed quickly.

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Louisa

2 months ago

A) In-App Guidance

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Oliva

3 months 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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