Service Cloud Consultant V1

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Increased call deflection B. Increased call routing accuracy C. Reduced issue resolution time D. Reduced support channels E. Optimized use of resourcesView AnswerAnswer: C,D,E

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answersA . Omni-Channel B. Page Layouts C. Record Types D. Support Processes E. Article TypesView AnswerAnswer: A,C,D

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. What is...

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 answersA . Customer community B. Knowledge base C. Service cloud console D. Automatic call distributionView AnswerAnswer: A,B

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper pay slips back to company. What is the recommended solution to meet the requirements?A . Field Service with Integrated Payments B. Experience Cloud...

service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.A . Define criteria-based record page components B. Create multiple console layouts C. Enable keyboard shortcuts D. Configure MacrosView AnswerAnswer: C

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?A . Create a list view report that includes fields for call center location, agent, calendar month, and...

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet...

Universal Containers has tested skills-based routing in asandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?A . Change Sets B. Mass Transfer Records C. Data Import Wizard D. Data LoaderView AnswerAnswer: A,B

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend?A . Dynamic Dahsbaord by Call Center B. Reporting Snapshots by call center C. Report Subscriptions by call center D. Case report grouped by call...