Salesforce Certified Experience Cloud Consultant — Question 83

Ursa Major Solar (UMS) has seen exponential growth in recent years. The incoming call volume to the support center has gone up exponentially as well, and is now reaching unmanageable levels.
What should UMS consider to help the situation?

Answer options

• A. Create a self-service community using Customer Service template.
• B. Create a smart queue router using Service Cloud template.
• C. Create virtual support agents using Chat Bot template.
• D. Create a peer-to-peer forum using Self Service template.

Correct answer: A

Explanation

Creating a self-service community using the Customer Service template allows customers to find answers independently, reducing the call volume to the support center. The other options, while helpful in their own ways, do not directly empower customers to resolve their issues without needing to contact support, which is essential for managing the increased call volume.