Salesforce Exam Service Cloud Consultant Topic 1 Question 76 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 76
Topic #: 1

[All Service Cloud Consultant Questions]

What is a common deflection technique to reduce the number of interactions for a contact center?

ASuggest articles for an Email-to-Case question.

BRecommend articles prior to a Chat session.

CRecommend articles during a call from a support agent.

Show Suggested Answer

Suggested Answer: B

by Rodolfo at Aug 29, 2023, 03:05 AM

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Sherell

1 days ago

Hmm, I'm guessing C is the correct answer here. Recommending articles during a call seems like a good way to deflect interactions and redirect the customer's attention.

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Helaine

26 days ago

I personally prefer suggesting articles for an Email-to-Case question, it saves time for both the customer and the agent.

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Lanie

29 days ago

I agree with Camellia, suggesting articles during a call can help reduce the number of interactions.

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Camellia

1 months ago

I think recommending articles during a call is a common deflection technique.

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