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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?
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
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?

Question 110 - Certified Service Cloud Consultant discussion

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As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A.
Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
Answers
A.
Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
B.
Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
Answers
B.
Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
C.
Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
Answers
C.
Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D.
Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
Answers
D.
Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
Suggested answer: B

Explanation:

Ensuring that each existing article type has a corresponding knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified

Reference: [Service Cloud Consultant Certification Guide & Tips], Article Types Overview

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asked 23/09/2024
Calin-Alin Stoenescu
41 questions
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