Service cloud - Study guides, Class notes & Summaries

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...

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...

Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - correct answer a) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? - correct answer Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - correct answer Cost of Service For which KPI area is Retention a driver? - correct answer Revenue What are common call deflection techniques? - correct answer a...

WGU D320/CCSP Actual Exam Tested Questions With Revised Correct Answers The management plane is use to administer a cloud environment and perform administrative tasks across a variety of systems, but most specifically it's used with the hypervisors. What does the management plane typically leverage for this orchestration? A. APIs B. Scripts C. TLS D. XML The management plane uses APIs to execute remote calls across the cloud environment to various management systems, espec...

You want users of the NetworkAdmin group to manage a cloud network in any compartment of a tenancy. What must you allow the NetworkAdmin group to do? A. Manage instance-family in compartment ABC. B. Use virtual-network-family in compartment XYZ. C. Manage network-catalog-listing in tenancy. D. Manage virtual-network-family in tenancy. - D Which Object Storage tier would you use for data that you need to access quickly, immediately, and frequently? A. Ultra-high performance tier B. Archi...

Service Cloud Consultant - Practice Exam Questions and answers | 2024/25

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. ...

Automation Rules (5) correct answers1. Assignment rules - automatically assign incoming cases to agents 2. Auto-Response Rules - personalized email response can be sent as initial response to the contact who created a case 3. Escalation Rules - cases can be escalated to the right people when they aren't solved by a certain time 4. Quick Text - predefined text blocks created so agents don't need to type repetitively 5. Macros - repetitive tasks on objects programmed to execute automatically...

WGU C836 Fundamentals of Information Security Exam || All Questions & Answers (100% Verified) WGU C836 Fundamentals of Information Security Exam || All Questions & Answers (100% Verified) Which cybersecurity term is defined as the potential for an attack on resource? - ANSWER - Threat Which security type deliberately exposes a system's vulnerabilities or resources to an attack? - ANSWER - Honeypots Which tool can be used to map devices on a network, along with their operating system a...

ISTM 310 Midterm Review, Questions and answers, GRADED A+ What are the seven layer of the OSI 7 layer model? 7. Application 6. Presentation 5. Session 4. Transport 3. Network 2. Data Link 1. Physical As data moves from the data the user cares about towards the direct connection between devices, it is _____ with additional information. encapsulation, encapsulated At what layer in the OSI model is the human - CPU layer? Application At what layer in the OSI model makes data usable?...