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Exam Certified Service Cloud Consultant topic 1 question 43 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 43
Topic #: 1
[All Certified Service Cloud Consultant Questions]

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? (Choose three.)

  • A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  • B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  • C. Create a central "Contact Us" page which provides access to all available channels.
  • D. Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops.
  • E. Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.
Show Suggested Answer Hide Answer
Suggested Answer: BCD 🗳️
by MaxGoiabinha at Feb. 28, 2023, 10:52 p.m.

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rupesh_011
Highly Voted 1 year, 8 months ago
Selected Answer: BCD
With option 'A', it is enforcing the customer to check Knowledge first. This enforcement is not relevant with the mission of the Company as mentioned in the question.
upvoted 11 times
therealnasty
1 year, 8 months ago
Agreed.
upvoted 3 times
...
...
therealnasty
Highly Voted 1 year, 8 months ago
Selected Answer: BCD
Agreed rupesh_011
upvoted 5 times
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Sagnik1703
Most Recent 1 year ago
Selected Answer: BCD
There is no way the VP will be happy with option A :)
upvoted 1 times
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Random_1
1 year, 1 month ago
Selected Answer: BCD
enforcing customers to check knowledge will be frustrating
upvoted 1 times
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DavidHolland
1 year, 6 months ago
Selected Answer: BCD
Should be B, C, D
upvoted 4 times
...
MaxGoiabinha
1 year, 8 months ago
How exactly enforcing the search fills the requirement of "in the way of their choosing"? Shouldn't this be BCD?
upvoted 4 times
...

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C (25%)
B (20%)
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