Exam (elaborations)
Service Cloud Certification Study Questions With Complete Solutions
- Course
- Institution
Service Cloud Certification Study Questions With Complete Solutions
[Show more]
Content preview
Service Cloud Certification Study Questions With CompleteSolutions
4 CTI features
Hint: S-C-A-C Correct Answer a) Screen Pop
b) Click to dial
c) Automatic call logging
d) Call Control
Are Sites Authenticated or Unauthenicated? Correct Answer
Unauthenticated
As an agent, how would you send a facebook private message to
someone? Correct Answer Through Service Console
Benefits of Automatic Call Logging Correct Answer a)
Integrated call logging with notes
b) Automatic call times directly associated with various
salesforce.com objects
Benefits of Call Control Correct Answer a) End calls, hold,
transfer, and conference from within Salesforce
Benefits of Click to dial Correct Answer a) Outbound calling
from a phone record
b) Clickable links
c) Call from a list view to quickly call large numbers of Clients
Benefits of Screen Pop Correct Answer a) Provides Context
b) Displays Caller's information in Salesforce
c) Improves Efficiency
, Capabilities of Customer Portal Correct Answer a) Log, view,
edit, and close cases
b) Self registration
Capabilities of Self-Service Portal Correct Answer a) Log a
case
b) View a case
c) Search for solutions
Channel Solutions (License Types) Correct Answer a)
Authenticated Sites
b) Service Cloud Portal (Use to be called High Volume
Customer Portal)
c) Enterprise Admin
Email-to-case Correct Answer a) Behind firewall
b) Attachments > 10 MB
c) Can have multiple emails (and should, when using email-to-
case and on-demand email-to-case together).
d) Requires download and install of Email-to-case agent
Entitlements allows you to:
Hint: D-M-V-E Correct Answer a) Define service levels for
support
b) Manage entitlements, service contracts
c) Verify eligibility
d) Enforce service levels via automated process
For which KPI area is AHT (Average Handle Time) a driver?
Correct Answer Cost of Service
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Classroom. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
79835 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now