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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 70 - Certified Service Cloud Consultant discussion

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The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.

What should a consultant configure to satisfy this request?

A.
Create a macro to send an email with the article to the customer.
Answers
A.
Create a macro to send an email with the article to the customer.
B.
Create a workflow email alert to send the article to the customer.
Answers
B.
Create a workflow email alert to send the article to the customer.
C.
Create an auto-response rule to send the article to the customer.
Answers
C.
Create an auto-response rule to send the article to the customer.
D.
Create a Lightning email template to send the article to the customer.
Answers
D.
Create a Lightning email template to send the article to the customer.
Suggested answer: D

Explanation:

A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options. A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates

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asked 23/09/2024
Rob Versteeg
36 questions
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