Which two solutions should a consultant recommend?

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend? Choose 2 answers
A . Customer community
B . Knowledge base
C . Service cloud console
D . Automatic call distribution

View Answer

Answer: A, B

Explanation:

A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview