Exam Service-Cloud-Consultant Topic 6 Question 155 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 155
Topic #: 6
What is a common deflection technique to reduce the number of interactions for a contact center?

Suggested Answer: C Vote an answer

A common deflection technique in contact centers is to provide self-service options like Knowledge articles before a customer engages in a more resource-intensive interaction, such as a chat session. By recommending relevant articles before the chat begins, customers may find answers to their questions without needing to speak with an agent, effectively reducing the volume of interactions and improving the efficiency of the contact center.

by Elva at Jun 15, 2025, 12:09 PM

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