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...

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...

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

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-...

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...

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

Which phase of the cloud data life cycle allows both read and process functions to be performed? A Create B Archive C Store D Share correct answer: A Which phase of the cloud data security life cycle typically occurs simultaneously with creation? A Share B Store C Use D Destroy correct answer: B Which phase of the cloud data life cycle uses content delivery networks? A Destroy B Archive C Share D Create correct answer: C Which phase of the cloud data life cycle is...

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 ...

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...