Service cloud consultant - Study guides, Class notes & Summaries

What two job roles are required to access information within Functional Setup Manager? (Choose two.) A. Application Implementation Manager B. Any Functional User C. Application Implementation Consultant D. Functional Setup Manager Superuser E. IT Security Manager - Answer- A,C Which job role has full access to perform all Functional Setup Manager related activities? A. Application System Administrator B. Any Functional User C. Functional Setup Manager Superuser D. IT Security Manager ...

Salesforce Service Cloud Consultant Exam Questions With 100% Correct Answers Support Processes - answerDetail the values for the Status field on Cases Case Queues - answerLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules - answerAutomatically route cases to the appropriate user or queue and automatically add predefined case teams to the case. Workflow Rules - answercan be configured to au...

Service Delivery Management (Services Role) Professionals focused on driving overall success. Project, Program, and Campaign management professionals Strategic Services (Services Role) connects customers with an agile team of digital marketing industry experts focused on developing custom, digital-centric, multi-channel marketing solutions to drive one-to-one interactions. Brainpower Read More Previous Play Next Rewind 10 seconds Move forward 10 seconds Unmute 0:00 / ...

self-service, case resolution, training correct answersBenefits of Implementing a Knowledge Base: 1. Enables _____________ 2. reduces ____________ ____________ time 3. reduces agent ____________ time bc they can reference the knowledge base to acquire information conversion rate, cross-sell rate, up-sell rate correct answerstypical business drivers for a sales contact center (alphabetical order) technical support correct answerscompany is implementing entitlements to enforce SLAs on ca...

B. Financial Forecasting correct answersWhich one of the following is not a business challenge faced by a contact center? A. Employee Turnover B. Financial Forecasting C. Forecasting and Planning D. Business Continuity Planning E. Cost Management B. First call resolution C. Call quality correct answersBetter Call Us would like to analyze the factors which could help the call center improve customer satisfaction? choose 2 A. Cost per call B. First call resolution C. call quality ...

Support department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. What is a solution that would help resolve complex issues quickly? correct answersHire technical support agents to provide phone support to customers KCS is a methodology that focuses on utilizing knowledge to increase with self-service and improve operational efficiency. What does KCS strive to do in order to achieve these objectives? (2) correct answers1. ...

What are the key KCS goals? - correct answer Create content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? - correct answer Capture in the Workflow Structure for reuse Complete thoughts not sentences Search is creating Improve Just in Time article quality Double Loop Process (Solve & Evolve) KB includes knowledge that ...

Service Cloud Consultant Exam Questions With 100% Correct Answers What factor should influence the decision of what data should be migrated into a new Service Cloud environment? (Choose 3) 1. The expected use cases for the historical data 2. Feelings of concern expressed by the call center managers 3. Availability of alternative historical data access options 4. Degree of similarity in data model with the old environment - answer1. The expected use cases for the historical data 3. Avail...

What are the key KCS goals? Create content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? Capture in the Workflow Structure for reuse Complete thoughts not sentences Search is creating Improve Just in Time article quality Double Loop Process (Solve & Evolve) KB includes knowledge that is at different states of trust ...

What are the key KCS goals? correct answersCreate content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? correct answersCapture in the Workflow Structure for reuse Complete thoughts not sentences Search is creating Improve Just in Time article quality Double Loop Process (Solve & Evolve) KB includes knowledge that is at di...