Exam (elaborations)
Service Cloud Certification Study Guide | 85 Questions with 100% Correct Answers | Verified
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Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - a) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? - Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - Cost of Service For which KPI area is Retention a driver? - Revenue What are common call deflection techniques? - a) Email b) Web c) Chat d) Social Media Channels What can you see at ? Hint: SD-OT-SI - a) Scheduled downtimes b) Online threats c) Status of the Instance
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Institution
Service Cloud Certification
Course
Service Cloud Certification
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Written for
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- Service Cloud Certification
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- Service Cloud Certification
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- June 16, 2023
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- Written in
- 2022/2023
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service cloud certification study guide | 85 quest
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