Salesforce service cloud - Study guides, Class notes & Summaries

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

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...

Salesforce Service Cloud Exam Questions And Answers (Verified And Updated) 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 AppEx...

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 project...

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 project...

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...

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...

What are cases? A case is generally a customer's question, problem, or feedback. Support agents can review cases to see how to better deliver service to their customers. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand. What are some of the capabilities of using cases? Brainpower Read More 0:00 / 0:00 What are common uses for case hierarchies? Case hierarchies can be constructed...