Salesforce Certified Service Cloud Consultant — Question 27

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 transaction per day.

Which two features should a Consultant recommend? (Choose two.)

Answer options

Correct answer: A, C

Explanation

The correct answers are A and C because Case Auto-Response allows for immediate acknowledgment of customer inquiries, while Chat provides a platform for real-time conversations, helping agents manage multiple interactions simultaneously. Options B and D do not directly increase the number of transactions handled by agents; Facebook Messaging is a channel rather than a solution for handling volume, and Escalation Rules deal with prioritizing cases rather than increasing throughput.