세일즈포스 서비스 클라우드 시험 공부-Dump3

What is a benefit of a customer community?(2)

A. Eliminates the need to track serivce level agreements

B. Enables customers to log inquires without contacting an agent

C. Eliminates the need for support agents

D. Reduces incoming call volume

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The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend?(2)

A. Customer community

B. Knowledge base

C. Automatic call distribution

D. Service cloud console

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Universal Containers analyzes key performance indicators(KPIs) and discovers that cusotmer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution reate?(2)

A. Train support agnets.

B. Reduce the cost per call

C. Hire additional support agents

D. Align agent performance goals with KPIs

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Universal Containers' contact center manager needs to measure the following metrics:

* Agent productivity

* Customer satisfaction

Which report should a consultant recommend?(2)

A. First contact resolution

B. Average speed to answer

C. Average handle time

D. Escalation rate

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To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

A. Assign article managers to public groups and specific publication states to each group.

B. Assign article managers to publication teams and specific article actions to each team.

C. Assign article managers to public groups and specific article actions to each group.

D. Assign article managers to publication teams and specific publication states to each team.

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