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Salesforce Certified Service Cloud Consultant (Service-Con-201) Service-Cloud-Consultant Question # 79 Topic 8 Discussion

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Salesforce Certified Service Cloud Consultant (Service-Con-201) Service-Cloud-Consultant Question # 79 Topic 8 Discussion

Service-Cloud-Consultant Exam Topic 8 Question 79 Discussion:
Question #: 79
Topic #: 8

A Service Cloud Consultant is working with a telecommunications client. The client aims to improve first-contact resolution by 30% through implementing new case automation and Agentforce Service Agent. The client expects the changes to enhance customer satisfaction but is concerned about adoption and system complexity.

What should the consultant do first to help manage concerns and align expectations?
A.

Develop a detailed Agentforce Service Agent configuration plan with automated case routing rules and escalation paths, then validate technical requirements with the IT team.

B.

Conduct a risk register focusing on technical challenges, user adoption barriers, and impact on existing workflows while engaging key stakeholders early.

C.

Recommend postponing the project until all technical requirements are finalized, then create a comprehensive change management strategy for user adoption.

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Actual exam question for Salesforce Service-Cloud-Consultant exam by Phoenix51913 at Nov 15, 2025, 5:52:02 AM

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