Salesforce Certified Service Cloud Consultant — Question 34

Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.

What are two recommended service console features that work together to improve the process? (Choose two.)

Answer options

• A. Outbound Sales Dialer
• B. Quick Action
• C. History Utility
• D. Macros

Correct answer: A, C

Explanation

The Outbound Sales Dialer allows agents to efficiently make calls directly from the service console, streamlining the process of contacting customers. The History Utility provides agents with easy access to previous interactions, facilitating quick reference to past cases. The other options, Quick Action and Macros, while useful, do not specifically enhance the calling process in the same way.