ExamGecko
Search Search Login
Home Home / Salesforce / Certified Service Cloud Consultant
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

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?
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
How should a consultant configure a report that shows the average number of days that Cases stay open?
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?
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?
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements?
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?

Question 45 - Certified Service Cloud Consultant discussion

Report
Export

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that 'We will empower our customers to interact with us in the way of their choosing.' Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A.
Replace the existing 'Chat Now' button on the Customer Community with a toll- free phone number.
Answers
A.
Replace the existing 'Chat Now' button on the Customer Community with a toll- free phone number.
B.
Create a central 'Contact Us' page which provides access to all available channels.
Answers
B.
Create a central 'Contact Us' page which provides access to all available channels.
C.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answers
C.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
D.
Optimize the customer community for mobile devices to have access to the same support as desktops.
Answers
D.
Optimize the customer community for mobile devices to have access to the same support as desktops.
E.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Answers
E.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Suggested answer: B, D, E

Explanation:

These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central ''Contact Us'' page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified

Reference:Create a Contact Us Page, [Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]

Show Answer
asked 23/09/2024
Karanshah Gulati
44 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms