Salesforce Certified Service cloud consultant - Service-Cloud-Consultant무료 덤프문제 풀어보기
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
What should a consultant recommend that CK do next?
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers wants to implement a new Experience Cloud site to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over 1 million registered customers to securely submit cases and view the status of those cases
* Ability for registered customers to save favorite Knowledge articles for easy access later
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over 1 million registered customers to securely submit cases and view the status of those cases
* Ability for registered customers to save favorite Knowledge articles for easy access later
정답: B
설명: (Fast2test 회원만 볼 수 있음)
A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
Which feature should a consultant configure to meet this requirement?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data-including sensor data, service history, and financing details-into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels.
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Cloud Kicks provides telephone support to customers. When creating a case, service agents frequently enter shipping postal codes from various countries around the world.
What is the recommended method to ensure accurate data is entered?
What is the recommended method to ensure accurate data is entered?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
Which type of report should the consultant include to meet the requirement?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?
Which solution should a Service Cloud Consultant recommend?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help service reps locate the relevant information more quickly.
Which feature should the consultant recommend?
Which feature should the consultant recommend?
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Which best practice will help UC meet its SLA?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Which step should a consultant recommend completing before beginning the build phase?
정답: C
설명: (Fast2test 회원만 볼 수 있음)
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
What should the consultant recommend to handle the new cases?
정답: A
설명: (Fast2test 회원만 볼 수 있음)