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Service-Cloud-Consultant – Salesforce Certified Service cloud consultant (WI23)

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Showing 7–9 of 20 questions

Question 7

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

Select all that apply, then click Submit answer.

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    Number of cases escalated by agent
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    Number of articles created by agent
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    Number of articles attached to a case
  • ○

    Number of solutions created by agent
Question 8

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

Which two features should a consultant recommend to provide this functionality?

Choose 2 answers

Select all that apply, then click Submit answer.

  • ○

    Salesforce Connect
  • ○

    Custom Objects
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    Middle-tier integration
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    External Objects
Question 9

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Select all that apply, then click Submit answer.

  • ○

    Increased call deflection
  • ○

    Increased call routing accuracy
  • ○

    Reduced issue resolution time
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    Reduced support channels
  • ○

    Optimized use of resources