Service-Cloud-Consultant Exam Dumps | Universal Containers has implemented a call-based response system. The call wait time has become too

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 37

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Question 37/117

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

A. Facebook Messaging

B. Escalation Rules

C. Chat

D. Case Auto-Response

Correct Answer: C,D

These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5

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