The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
A. Configure a self-service Knowledge Base.
B. Create auto-response templates for Case emails.
C. Configure Skills-Based Routing for service channels.
Explanation:
To address the rising cost of providing contact center support, configuring a self-service Knowledge Base is an effective cost-saving measure for Universal Containers. A Knowledge Base allows customers to find answers to their questions and solve problems on their own without needing to contact support. This not only reduces the volume of incoming support requests but also enhances customer satisfaction by providing immediate access to information. Implementing a self-service portal powered by a comprehensive Knowledge Base can significantly decrease support costs while maintaining high service quality.
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can integrate with any telephony platform available with minimal need for customization.
B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
A. Case assignment rules
B. Omni-Channel
C. Case team
Explanation:
Omni-Channel is the recommended solution to ensure that service agents handling both interactive chat and case processing are only assigned an appropriate number of issues. Omni-Channel routing intelligently distributes work based on agent availability, capacity, and skillset, ensuring that agents are not overwhelmed with too many concurrent interactions. This system allows for the dynamic balancing of workloads across agents, promoting efficient handling of customer communications and ensuring that service quality is maintained across all channels.
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?
A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
A. The report is shared with a Chatter Group.
B. The report contains a chart.
C. The report has a standard Report Type.
D. The report is a Summary or Matrix report.
E. The report chart is added to the Page Layout.
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?
A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.
Explanation:
To measure first-call resolution by channel, agent, and calendar month, creating a joined report is the most effective reporting solution. Joined reports in Salesforce allow for the combination of data from different report types into a single report, providing a comprehensive view of related metrics. This capability is particularly useful for analyzing first-call resolution rates across multiple dimensions (channel, agent, and time), enabling the support manager at Universal Containers to gain insights into performance trends and identify areas for improvement in the service delivery process.
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case. Which solution allows product managers to quickly see and review the cases that are created for their products?
A. Configure a Case list view filtered by My Cases.
B. Configure a Case related list on the Product page layout.
C. Configure a Case list view filtered by My Case Teams.
Explanation: To enable product managers to quickly access and review cases related to their products, configuring a Case list view filtered by "My Case Teams" is the most effective solution. This setup allows product managers to see cases where they are part of the case team, directly correlating to their product responsibility, thereby improving visibility and involvement in the case management process.
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?
A. OmniStudio
B. Messaging
C. Einstein Bots
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
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