Service cloud cert - Study guides, Class notes & Summaries

Service Cloud Cert Questions With Complete Solutions

Salesforce Certified Service Cloud Consultant 2 Study notes from Salesforce Service Cloud Consultant exam preparation

Financial Service Cloud Certification Questions With Complete Solutions

Service Cloud Certification Study Questions With Complete Solutions

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 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

Financial Service Cloud Certification UPDATED ACTUAL Exam Questions and CORRECT Answers D. Cross-Object Formula Field - CORRECT ANSWER- 1. Universal Containers uses a custom field on the account object to capture the account credit status. The sales team wants to display the account credit status on opportunities Which feature should a system administrator use to meet the requirements? a. Look-up Field b. Roll-up summary field c. Workflow field update d. Cross-object formula field

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...

What are three considerations when adding a report chart to a Console Component? correct answers- The report is shared with a Chatter Group - The report chart is added to the Page Layout - The report contains a chart Universal Containers wants to help customer resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements? correct answersEnable Chat in a Customer Community Universal Containe...