Exam Certified Service Cloud Consultant topic 1 question 79 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant

Question #: 79
Topic #: 1

[All Certified Service Cloud Consultant Questions]

A recent review of customer satisfaction surveys revealed the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Validation Rules
B. Einstein Reply Recommendations
C. Service Analytics Predictions
D. Einstein Next Best Action

Show Suggested Answer

Suggested Answer: D 🗳️

by 92b6348 at Aug. 22, 2023, 5:23 a.m.

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Bolumighty

7 months, 1 week ago

Selected Answer: D

https://help.salesforce.com/s/articleView?id=sf.einstein_next_best_action.htm&type=5

upvoted 4 times

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92b6348

8 months, 1 week ago

should the answer be B ? https://trailhead.salesforce.com/content/learn/modules/einstein-reply-recommendations-for-service/get-to-know-einstein-reply-recommendations#:~:text=Einstein%20Reply%20Recommendations%20offers%20agents,from%20your%20historical%20chat%20transcripts.

upvoted 1 times

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Exam Certified Service Cloud Consultant topic 1 question 79 discussion

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Bolumighty

92b6348

SY0-701