Salesforce Certified Service Cloud Consultant — Question 22

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? (Choose three.)

Answer options

• A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• C. Create a central "Contact Us" page which provides access to all available channels.
• D. Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops.
• E. Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.

Correct answer: B, C, D

Explanation

The correct options B, C, and D focus on enhancing customer empowerment by providing easy access to information and support through multiple channels. Option A limits customer access to support by enforcing a search requirement, which contradicts the mission of allowing customers to interact in their preferred way. Option E reduces support options by removing the chat feature, which does not align with empowering customers.