Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ58

Interaction Channels

The Vice President (VP) of Customer Support at Universal Containers has issued the following mission statement: “We will empower our customers to interact with us in the way they choose.” Universal Containers recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make further system enhancements to meet this mission statement.

Which three recommendations should the consultant make to fulfill the mission statement?

Choose three
  • 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.
Explanation

Providing FAQs through the IVR expands self-service access around the clock, a central Contact Us page lets customers select among every available support channel, and a mobile-optimized Experience Cloud site makes comparable support available on mobile devices and desktops. These enhancements increase customer choice rather than forcing a channel or removing one. Salesforce supports adding a channel menu so customers can choose how to contact support, and identifies mobile-responsive Experience Cloud sites as necessary for customer interactions.

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