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Exam Certified Service Cloud Consultant All Questions

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Exam Certified Service Cloud Consultant topic 1 question 81 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 81
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

  • A. Omni-Channel with Skills-Based Routing
  • B. Knowledge One with Article Recommendations
  • C. Live Agent and Live Message
  • D. Experience Cloud with self support
Show Suggested Answer Hide Answer
Suggested Answer: A 🗳️
by CryptoD at Jan. 24, 2023, 11:46 p.m.

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CryptoD
Highly Voted 1 year, 9 months ago
Selected Answer: A
Routing based on product and channel they are trained in.
upvoted 11 times
...
[Removed]
Most Recent 1 year ago
Selected Answer: A
Live Agent is not longer the name for what is only one of the many channels mentioned in the Q
upvoted 1 times
...
Koenuppa
1 year, 1 month ago
Selected Answer: A
specialized in one or more products = skills based routing other channels such as chat, web, etc = Omni-Channel
upvoted 1 times
...

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A (35%)
C (25%)
B (20%)
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