A consultant is advising Cloud Kicks on developing call center metrics to measure service rep productivity based on a combination of quality and practical metrics.
Which key performance indicator (KPI) usually points to high customer satisfaction?
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level
agreements (SLAs).
Which feature should a consultant use to meet this request?
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
Universal Containers wants to add functionality to its Service Cloud implementation so
customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge
articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but
wants to ensure that the bot only directs cases to live agents during normal business hours and
observes holidays.
How should a consultant meet this requirement?
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
The support manager at Universal Containers is getting inaccurate support rep performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
