Service Cloud Consultant

Universal Containers ́ customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

What customer-related metric should the customer support management analyze?

Choose 2 answers

• Time spent by account year-to-date

• High priority cases opened by account month-to-date

• New cases opened by account channel

• Escalated cases by account month-to-date

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

Which benefit can be expected from KCS adoption?

Choose 3 answers

• Optimized use of resources

• Increased call routing accuracy

• Reduced support channels

• Reduced issue resolution time

• Increased call deflection

Universal Containers will be launching a telesales contact center.

What should be considered in the design?

Choose 2 answers

• Performance for high volume of interactions

• Integration with Field Service teams and applications

• Strategies to maximize call deflection

• Integration with Lead Generation teams and applications

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible to support.

What should a consultant recommend to prevent this scenario from happening in the future?

• Add the assets related list to contact records

• Add the entitlement contacts related list to account records

• Add the service contract related list to contact records

• Add the entitlements related list to contact records

What are some uses of trust.salesforce.com in business continuity planning?

Choose 3 answers

• To provide information regarding planned maintenance

• To provide live and historical data on system performance

• To provide online security threat information

• To provide best practices for continuity plans

• To provide live support for systems and back up