최신 Service-Cloud-Consultant 무료덤프 - Salesforce Certified Service cloud consultant
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Which metric should a consultant use to help executive management understand support center costs?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
What should the consultant do before creating an implementation plan?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
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?
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
Which benefit can be expected from KCS adoption?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
What should the consultant recommend to meet the requirements?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Which feature meets this requirement most effectively?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?
How should a consultant accomplish this?
정답: C
설명: (DumpTOP 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: B
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)