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Exam Certified Service Cloud Consultant All Questions

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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
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Suggested Answer: D 🗳️
by 92b6348 at Aug. 22, 2023, 5:23 a.m.

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Bolumighty
1 year, 2 months 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
1 year, 3 months 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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