A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?
A. Use the Cases with Milestones report type.
B. Use the Case Lifecycle report type.
C. Use the Case Historical Trending report type.
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity?
A. Track not promoter scores as part of an automated survey after case closure for every cote.
B. Benchmark the average cases per agent versus the team average across each case channel
C. Track the average calls per day, average cases per agent, and average cases per case type.
D. Measure difference in CSAT ol cases with and without articles attached.
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers
A. customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Net promoter Score
E. Service Level Agreement
Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company’s products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer’s expectations and how satisfied the customer is with the service.
Verified References: Service Cloud Consultant Certification Guide & Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones
Which three are characteristics of Visual Workflow? Choose 3 answers
A. Apex code must be used to update fields in the database.
B. Elements can be used to pass data to legacy systems.
C. Apex code must be used to pass data to legacy systems.
D. Only one version of a flow can be activated at a time.
E. Elements can be used to update fields in the database.
Explanation:
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce. Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes.
Verified References: [Salesforce Help: Visual Workflow]
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?
A. The Customer is shown the new Rep's name
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer doesn't know they were transferred
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram. What is the recommended license to meet the requirement?
A. Service Cloud User feature license
B. Einstein Reply Recommendations
C. Einstein Social Insights add-on
D. Social Service Pro add-on
Explanation:
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram. Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment.
Verified References: : Social Service Pro Overview
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
A. Omni channel
B. Appexchange solution
C. Custom lightning component
D. Social Conversation component
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post. What should a consultant recommend?
A. Change the Run Apex As User to a service agent profile.
B. In Inbound Setting, set Enable Case Reopen to 3 days.
C. Establish Duplicate Rules to find similar cases.
D. Configure a Macro to close the duplicate case
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
A. Prepare a change order to account for the additional requirements and communicate the new project schedule,
B. Incorporate the additional requirements to the project scope and continue with the original project schedule.
C. Document the gap in requirements and discuss the schedule and budget impact with the project team.
Explanation:
Addressing the issue of additional requirements in a fixed budget and timeline scenario involves transparent communication and documentation. The first step is documenting the gap between initial requirements and new discoveries, then discussing these findings with the project team. This approach allows for a collaborative decision-making process on how to best incorporate or prioritize the new requirements, considering the project's constraints. It sets the stage for informed decisions on scope adjustments, timeline revisions, or budget re-evaluations.
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consultant recommend to meet these requirements?
A. Slack Connect
B. Email-to-Case
C. Web-to-Case
Explanation:
To enable customers to add digital files to case records, Web-to-Case is a suitable functionality. This feature allows customers to submit cases through a form on the company's website and attach files relevant to their cases. Salesforce then automatically creates a case record with the attached files, streamlining the process for both customers and service agents and ensuring that all pertinent information is readily available for case resolution.
| Page 13 out of 26 Pages |
| Previous |
Copyright © - All Rights Reserved