Salesforce Certified Service Cloud Consultant — Question 24

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

Answer options

• A. On-demand email to case
• B. An email to case inquiry
• C. Web-to-case question
• D. While holding for a support agent

Correct answer: B

Explanation

The correct answer is B, as using an email to case inquiry allows for automated responses based on suggested articles, effectively deflecting customer interactions from support agents. Options A and C do not specifically facilitate the automation of suggested articles, while option D is not a proactive solution for reducing staffing by deflecting calls.