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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Beata

29 days ago

Hmm, I'm going to have to go with C as well. Recommending articles mid-call seems like the most logical way to reduce interactions. Although, I do hope the articles are actually relevant and useful, and not just a ploy to get the customer off the line faster.

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Marci

30 days ago

C all the way! Deflecting during the call is the most direct approach. Although, I do have to wonder what kind of 'articles' they're talking about. Hopefully, they're not just directing people to the company blog or something equally unhelpful.

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German

6 days ago

Using IVR menus to direct callers to self-service options

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Filiberto

1 months ago

I'd have to go with C on this one. Providing articles while the agent is on the call seems like a smart way to deflect and manage the customer's needs more efficiently.

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Shayne

1 months ago

Ooh, this is a tricky one. I'm leaning towards B - recommending articles before the chat session could be a clever way to reduce the number of back-and-forth interactions.

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Lashawnda

2 days ago

I agree. It's a proactive approach to address common issues without a live chat.

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Malcom

3 days ago

Yeah, recommending articles upfront can save time for both the customer and the agent.

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Tawny

18 days ago

I think B is a good option too. It can definitely help streamline the process.

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Sherell

2 months 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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