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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 56 - Certified Service Cloud Consultant discussion

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Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?

A.
Visual Studio Code and change sets
Answers
A.
Visual Studio Code and change sets
B.
Mass Transfer Records, change sets, and Visual Studio Code
Answers
B.
Mass Transfer Records, change sets, and Visual Studio Code
C.
Visual Workflow, data loader, and Force.com IDE
Answers
C.
Visual Workflow, data loader, and Force.com IDE
D.
Data loader, change sets, and Force.com Excel Connector
Answers
D.
Data loader, change sets, and Force.com Excel Connector
Suggested answer: D

Explanation:

Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide

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asked 23/09/2024
Marc Codó
45 questions
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