LATEST SERVICE-CLOUD-CONSULTANT TEST ANSWERS & SERVICE-CLOUD-CONSULTANT PRACTICE QUESTIONS

Latest Service-Cloud-Consultant Test Answers & Service-Cloud-Consultant Practice Questions

Latest Service-Cloud-Consultant Test Answers & Service-Cloud-Consultant Practice Questions

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Salesforce Certified Service cloud consultant Sample Questions (Q23-Q28):

NEW QUESTION # 23
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

  • A. Develop a globally-shared macro to create a new article.
  • B. Use a trigger to automatically create a new article.
  • C. Create a Quick Action to map case fields to a new article.

Answer: C

Explanation:
Creating a Quick Action to map case fields to a new article is the recommended method for enabling service agents at Cloud Kicks (CK) to easily create new articles when closing a case. This Quick Action can be configured to pre-populate the new article form with relevant details from the case, ensuring consistency and saving time by reducing manual data entry. This approach streamlines the process of capturing case resolutions and insights into the knowledge base, making valuable information readily available for future reference by agents and customers alike, thereby enhancing the overall efficiency and effectiveness of the service center.


NEW QUESTION # 24
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

  • A. Add the Knowledge related list to the Case record page.
  • B. Add the Knowledge Component to the Case record page.
  • C. Add the Knowledge tab to the Service Console.
  • D. Add Knowledge Data Categories to each Case.

Answer: B


NEW QUESTION # 25
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case
processing from Tier l and know how far Tier l had progressed in troubleshooting?

  • A. Lightning Flow Component
  • B. Service Console Macros
  • C. Lightning Guided Engagement
  • D. Path for Cases

Answer: C


NEW QUESTION # 26
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

  • A. Measure cases with and without articles attached based on case status.
  • B. Measure cases with and without articles attached with high net promoter scores (NPS).
  • C. Measure cases with and without articles attached with high CSAT scores.

Answer: C

Explanation:
The disparity in CK's reported customer satisfaction and positive testimonials may stem from how support interactions are enhanced by Knowledge management. Measuring cases with and without Knowledge articles, focusing on Customer Satisfaction (CSAT) scores, provides insight into the direct impact of Knowledge on customer experiences. High CSAT scores in cases where articles are used indicate Knowledge's positive role, explaining the testimonials. Conversely, lower CSAT scores in cases without articles could contribute to the overall decrease in KPIs, highlighting areas for improvement in Knowledge usage or accessibility.


NEW QUESTION # 27
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  • A. All open cases by Channel
  • B. All Cases by Customer
  • C. All open Cases by Priority
  • D. Case resolution time
  • E. All Cases closed Month-to-date

Answer: B,D,E

Explanation:
Explanation
All Cases closed Month-to-date, Case resolution time, and All Cases by Customer are metrics that can be used to help executive management understand service center costs. All Cases closed Month-to-date shows the number of cases that have been resolved within a given month. This metric can indicate the productivity and efficiency of the service center. Case resolution time shows the average time it takes to close a case from the moment it is created. This metric can reflect the quality and effectiveness of the service center. All Cases by Customer shows the distribution of cases across different customers or accounts. This metric can reveal the profitability and loyalty of different customer segments. Verified References: Service Cloud Consultant Certification Guide & Tips, Reports and Dashboards Overview


NEW QUESTION # 28
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