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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 57 - Certified Service Cloud Consultant discussion

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A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

A.
Create Knowledge Articles and publish internally and publicly.
Answers
A.
Create Knowledge Articles and publish internally and publicly.
B.
Configure IVR routing to bypass Tier 1 for the product line.
Answers
B.
Configure IVR routing to bypass Tier 1 for the product line.
C.
Configure Omni-channel to assign cases directly to Tier 2.
Answers
C.
Configure Omni-channel to assign cases directly to Tier 2.
D.
Create a dashboard to track and manage call volumes by type.
Answers
D.
Create a dashboard to track and manage call volumes by type.
Suggested answer: A

Explanation:

Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Knowledge Overview

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asked 23/09/2024
Richard Drayer Camacho
37 questions
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