Salesforce Certified Service Cloud Consultant — Question 69

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.

Which strategy should a consultant recommend?

Answer options

• A. Set up self-service Knowledge.
• B. Set up assignment rules and case queues.
• C. Set up Contact Requests.

Correct answer: A

Explanation

The correct answer is A because implementing self-service Knowledge allows customers to find answers on their own, reducing the volume of calls and thereby lowering abandonment rates. Options B and C do not directly address the root cause of high call abandonment, as they focus on managing cases and requests rather than empowering customers to resolve their issues independently.