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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 152 - Certified Service Cloud Consultant discussion

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Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.

What are two reasons the integration is fading?

Choose 2 answers

A.
The Amde Type field is no longer accessible via SOQi or the API.
Answers
A.
The Amde Type field is no longer accessible via SOQi or the API.
B.
Only Published articles are available in the API.
Answers
B.
Only Published articles are available in the API.
C.
URL formats for articles drffer between Classic and Lightning Knowledge.
Answers
C.
URL formats for articles drffer between Classic and Lightning Knowledge.
D.
Users must have Modify AM permission to delete archived articles.
Answers
D.
Users must have Modify AM permission to delete archived articles.
E.
After the migration, an integration process that manages the articles' lifecyde by archiving and
Answers
E.
After the migration, an integration process that manages the articles' lifecyde by archiving and
Suggested answer: C, D

Explanation:

These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified

Reference: : URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge

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asked 23/09/2024
Venkat Burri
43 questions
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