Latest Jun 10, 2022 Real Service-Cloud-Consultant Exam Dumps Questions Valid Service-Cloud-Consultant Dumps PDF [Q178-Q195]

NO.178 Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric
should the CFO monitor to reach the budget goals? (Choose 2)

NO.179 What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

NO.180 KCS (knowledge centered support) what is it? Choose 2 Answers

NO.181 Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

NO.182 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?

NO.183 Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

NO.184 Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button 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?

NO.185 Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

NO.186 What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

NO.187 Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

NO.188 UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.

NO.189 A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

NO.190 Universal containers is trying to reduce the amount of time support agents spend creating cases. The new
method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents
under 25 MB by the customer.
Which method should the consultant suggest?

NO.191 Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

NO.192 The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

NO.193 Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

NO.194 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?

NO.195 Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers