Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 23

These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5

These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Verified

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

These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified

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

Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5

Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified

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

Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified

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

To accommodate different support processes and fields for two separate business groups at Universal Containers (UC), implementing Record Types is the appropriate solution. Record Types enable UC to define different sets of picklist values, page layouts, and processes for each business group's cases. This allows for customization of the user interface and the data model to reflect the specific requirements of each group, ensuring that agents have access to the relevant fields and follow the correct process when managing cases. This customization enhances the efficiency and effectiveness of case management by aligning it with the distinct needs of each business group.

The disparity in CK's reported customer satisfaction and positive testimonials may stem from how support interactions are enhanced by Knowledge management. Measuring cases with and without Knowledge articles, focusing on Customer Satisfaction (CSAT) scores, provides insight into the direct impact of Knowledge on customer experiences. High CSAT scores in cases where articles are used indicate Knowledge's positive role, explaining the testimonials. Conversely, lower CSAT scores in cases without articles could contribute to the overall decrease in KPIs, highlighting areas for improvement in Knowledge usage or accessibility.