Service cloud - Study guides, Class notes & Summaries

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline. B. Add development resources to the projec...

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers requesting feedback. C. Install Knowledge Base Dashboards and Reports AppExchange package. D. Create a group of super users that will evaluate and manag...

Cosmic Service Solutions would like to integrate case management in SF with the company's email domain and implement several additional features like automatic syncing, relating specific emails to multiple records and replying from SF to increase the efficiency of support agents. The company lacks a dedicated development team and has low budget. What would be an appropriate solution in this case? A. Hire a developer who can create a custom email integration through coding B. Utilize email-to-...

Service Cloud Consultant - Practice Exam Questions With Verified Answers 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? - answerHire 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 str...

Service Cloud Certification Study Guide 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 Medi...

Financial Service Cloud Certificiation Exam 2024 with complete solution

CTPRP Exam Questions and Answers With Complete Solution Latest (Score A+). outsourcer - ANS the entity delegating a function to another entity, or is considering doing so outsourcer - ANS the entity evaluating the risk posed by obtaining services from another entity fourth party/subcontractor - ANS an entity independent of and directly performing tasks for the assessee being evaluated drivers for third party risk assessments - ANS ISO 27002, FFEIC Appendix, OOC Bulletins, FFEIC CAT Tool, ...

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 ...

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 ...

A service solution should include: correct answers1. Improved Accountability and Metrics Transparency 2. Connected Support 3. Reduce interaction handle time 4. Imrpove collab across all Customer Support 5. Increase 1st Call Resolution 6. Increase Sales access to service related info 7. Create an easily accessible, integrated way for reps to access delievery information 8. Improve activity transparency by consolidating systems Service Call Center agents blockers can include: correct...