SERVICE-CLOUD-CONSULTANT RELIABLE DUMPS & SERVICE-CLOUD-CONSULTANT ACCURATE ANSWERS

Service-Cloud-Consultant Reliable Dumps & Service-Cloud-Consultant Accurate Answers

Service-Cloud-Consultant Reliable Dumps & Service-Cloud-Consultant Accurate Answers

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Salesforce Certified Service cloud consultant Sample Questions (Q153-Q158):

NEW QUESTION # 153
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

  • A. Run a macro on each case.
  • B. Use a mass Quick Action.
  • C. Use a keyboard shortcut.

Answer: B

Explanation:
For managers at Cloud Kicks who need to update the Case Type field for multiple cases at once using list views, utilizing a mass Quick Action is the recommended Service Console productivity tool. Mass Quick Actions allow users to make updates to multiple records simultaneously from a list view, streamlining the process of updating case information and enhancing efficiency in case management workflows.


NEW QUESTION # 154
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 with high net promoter scores (NPS),
  • B. Measure cases with and without articles attached with high CSAT scores.
  • C. Measure cases with and without articles attached based on case status.

Answer: B

Explanation:
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights.
This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.


NEW QUESTION # 155
Which solution can be used to improve call deflection?

  • A. Knowledge base
  • B. Web chat
  • C. Assignment rules
  • D. Community forum
  • E. Case routing

Answer: B


NEW QUESTION # 156
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?

  • A. Enable Chatter Messenger for the organization
  • B. Enable Live Agent for the organization
  • C. Create user profiles or permission sets
  • D. Create an iframe to display the chat window

Answer: B


NEW QUESTION # 157
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  • A. Visual Remote Assistant
  • B. Einstein Next Best Action
  • C. Service Analytics Predictions

Answer: B

Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.


NEW QUESTION # 158
......

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