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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 12

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Question 111

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The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.

Which two reports should the contact center manager present to executive management?

Choose 2 answers

Average call handle time by team.
Average call handle time by team.
Number of cases created - - Site by month
Number of cases created - - Site by month
Number of IVR inquiries without agent involvement.
Number of IVR inquiries without agent involvement.
Number of cases closed by a self-service user
Number of cases closed by a self-service user
Suggested answer: B, D

Explanation:

Number of cases created by site by month and Number of cases closed by a self-service user are reports that the contact center manager should present to executive management to demonstrate the success of recent self-service initiatives. These reports can help measure the impact and effectiveness of self-service channels, such as public website and community, on reducing the case volume and increasing the customer satisfaction. For example:

Number of cases created by site by month is a report that shows the distribution and trend of case creation across different sources, such as phone, email, web, or community, over time. This report can help evaluate the adoption and usage of self-service channels by customers, as well as compare the case volume and workload between different channels.

Number of cases closed by a self-service user is a report that shows the number and percentage of cases that were resolved by customers themselves without agent involvement. This report can help assess the quality and effectiveness of self-service resources, such as knowledge articles, FAQs, forums, or chatbots, as well as measure the cost savings and customer satisfaction from self-service resolution.

Verified

Reference: [Service Cloud Consultant Certification Guide & Tips], Create Reports and Dashboards for Self-Service

asked 23/09/2024
Trey Contello
42 questions

Question 112

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After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.

How shoud a consultant correct this problem?

Grant Authors acess to FAQ artcle type
Grant Authors acess to FAQ artcle type
Set Article Or Wide to Public Read Write
Set Article Or Wide to Public Read Write
Add Authors to the FAQ data category
Add Authors to the FAQ data category
Grant authors access to the FAQ records type
Grant authors access to the FAQ records type
Suggested answer: D

Explanation:

Granting authors access to the FAQ record type is the recommended solution to correct the problem of authors being unable to create FAQ article types after migration from Knowledge to Lightning Knowledge. A record type is a way of defining different business processes, page layouts, and picklist values for different types of records within an object. A record type can be used to control which users can create, view, edit, or delete records of that type. When migrating from Knowledge to Lightning Knowledge, each Classic article type becomes a Lightning record type. Therefore, granting authors access to the FAQ record type can enable them to create FAQ articles in Lightning Knowledge. Verified

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

asked 23/09/2024
Fronzino Franco
35 questions

Question 113

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Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

Which feature should a consultant recommend?

Chat Queue-based routing
Chat Queue-based routing
Case Skills-based Assignment Rules
Case Skills-based Assignment Rules
Omni-channel Queue-based routing
Omni-channel Queue-based routing
Omni-channel Skills-based routing
Omni-channel Skills-based routing
Suggested answer: C

Explanation:

Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5

asked 23/09/2024
Chakour BOURAIMA
33 questions

Question 114

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Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

Web-to-Case
Web-to-Case
Emebedded Chat Service
Emebedded Chat Service
Customer Community
Customer Community
Case Assignment Rules
Case Assignment Rules
Suggested answer: B

Explanation:

Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5

asked 23/09/2024
Albert Terrell
38 questions

Question 115

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Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

Filter the views by case owner.
Filter the views by case owner.
Restrict visibility of the views.
Restrict visibility of the views.
Reduce the number of fields displayed.
Reduce the number of fields displayed.
Remove filter criteria from the views.
Remove filter criteria from the views.
Suggested answer: A, C

Explanation:

These are two actions that will improve the performance of the case list views that are slow to load because of the large number of cases in the system. Filtering the views by case owner will limit the number of records returned by the views and make them load faster. Reducing the number of fields displayed will also reduce the amount of data rendered by the views and improve their speed. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.reports_listviews_bestpractices.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_listviews_create.htm&type=5

asked 23/09/2024
Joseph Lewis
44 questions

Question 116

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Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.

Which two recommendations should a consultant suggest to help decrease customer wait times?

Choose 2 answers:

Set up analytical snapshots to capture key case information and create historical trending reports
Set up analytical snapshots to capture key case information and create historical trending reports
Set up a Salesforce Customer Community that will allow customers to create cases online
Set up a Salesforce Customer Community that will allow customers to create cases online
Create reports to analyze call data in order to understand peak times and ensure adequate staffing
Create reports to analyze call data in order to understand peak times and ensure adequate staffing
Create case escalation rules to route high priority cases directly to supervisors for resolution
Create case escalation rules to route high priority cases directly to supervisors for resolution
Suggested answer: B, C

Explanation:

These are two recommendations that can help decrease customer wait times when they call in for support. Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_self_service.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5

asked 23/09/2024
Vaibhav Damle
44 questions

Question 117

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service representatives are complaining that their lightning service console is too crowded

Making it difficult to find tab and features required. After reviewing service console all configured features are required.

Define criteria-based record page components
Define criteria-based record page components
Create multiple console layouts
Create multiple console layouts
Enable keyboard shortcuts
Enable keyboard shortcuts
Configure Macros
Configure Macros
Suggested answer: A

Explanation:

Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_components_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_components_criteria_based.htm&type=5

asked 23/09/2024
Thomaz Stepheson
44 questions

Question 118

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universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Omni channel
Omni channel
Appexchange solution
Appexchange solution
Custom lightning component
Custom lightning component
Social Conversation component
Social Conversation component
Suggested answer: D

Explanation:

Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5

asked 23/09/2024
JEAN-MARIE HERMANT
48 questions

Question 119

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universal containers is implementing a customer community using the customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Define article types with sharing settings
Define article types with sharing settings
Enable suggested artciels in the community
Enable suggested artciels in the community
Utilize topic tags for each product type
Utilize topic tags for each product type
Set the visibility to the data categories
Set the visibility to the data categories
Suggested answer: C

Explanation:

Utilizing topic tags for each product type is a solution that can satisfy the requirement of allowing community members to find knowledge articles based on the product type. Topic tags are keywords that can be assigned to articles, questions, or other content in the community to categorize them by subject. Community members can use topic tags to filter and search for content that matches their interests or needs. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_topics_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_topics_manage.htm&type=5

asked 23/09/2024
Chang Weishin
30 questions

Question 120

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the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

DynamicDahsbaord by Call Center
DynamicDahsbaord by Call Center
Reporting Snapshots by call center
Reporting Snapshots by call center
Report Subscriptions by call center
Report Subscriptions by call center
Case report grouped by call center
Case report grouped by call center
Suggested answer: B

Explanation:

Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm&type=5

asked 23/09/2024
Vijay Kumar
47 questions
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