Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Which benefit can be expected?
A. Reduced issue resolution time
B. Reduced first contact resolution time
C. Reduced post-interaction time
Explanation:
Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements?
A. Enable and configure Omni-Channel routing.
B. Implement Lightning flow with time-based actions.
C. Define entitlements and milestones.
Explanation:
To manage a case handling process that requires each case to go through a series of steps within a specified amount of time, defining entitlements and milestones is the recommended approach. Entitlements in Salesforce represent customers' rights to support services, while milestones track the progress of cases against predefined time targets for each step in the support process. This setup enables Universal Containers to enforce and monitor adherence to service level agreements (SLAs), ensuring timely and efficient case resolution in line with the organization's commitments to its customers.
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
A. Validation Rules
B. Einstein Next Best Action
C. Service Analytics Predictions
D. Einstein Reply Recommendations
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?
A. Workflow
B. Assignment rule
C. A Process Builder
D. Validation rule
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?
A. Chatter
B. Omni-Channel Supervisor
C. Flow Orchestrator
D.
Explanation: To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?
A. Agile
B. Hybrid
C. Waterfall
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?
A. Change the org-wide default for cases and contacts internal access to private.
B. Update the case assignment rule to add the site member to the predefined case team.
C. Create a sharing rule to share the contact record with the site member.
D. Set up a sharing set to grant access based on the site member's contact record.
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement?
A. Create sensitive data rules.
B. Enable Assistance Flag Configuration setting.
C. Create an IP blocking rule.
D. Enable Sneak Peek Configuration setting.
Explanation: To prevent customers who use abusive language from starting future chat sessions, creating an IP blocking rule is the recommended feature. This allows administrators to block specific IP addresses from accessing the chat service, effectively preventing abusive customers from initiating new sessions and maintaining a positive and safe environment for both customers and service agents.
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? Choose 2 answers
A. Standard Email-to-case
B. On-Domand Emali-to-Case
C. Apex Email Service
D. Web-to-Case forms
Explanation:
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments.
For example: On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers. Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On- Demand Email-to-Case, [Set Up Web-to-Case]
| Page 8 out of 21 Pages |
| Previous |
Copyright © - All Rights Reserved