Service Cloud Certification exam 2024 with 100% correct answers

Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - correct answer a) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? - correct answer Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - correct answer Cost of Service For which KPI area is Retention a driver? - correct answer Revenue What are common call deflection techniques? - correct answer a) Email b) Web c) Chat d) Social Media Channels What can you see at ? Hint: SD-OT-SI - correct answer a) Scheduled downtimes b) Online threats c) Status of the Instance With which call center type is "Companies often try to reduce cost in this area" associated? - correct answer Help Desk With which call center type is "High Turnover Environment" associated? - correct answer Customer Service With which call center type is "Free or Fee Based support based on the Entitlement" associated? - correct answer Technical Support With which call center type is "Need Automatic Routing Systems" associated? - correct answer Field Service With which call center type is "High Volumes" associated? - correct answer TeleSales What is the recommended order to implement? Hint: S-A-C-A-C-SCC - correct answer Security, Accounts, Contacts, Activities, Cases, Service Cloud Console What should you ask for as Discovery Preparation? Hint: O-P-R-R-S - correct answer a) Org Charts b) Process maps, training docs c) Report samples d) requirements doc (old or new) e) source system field lists What are the six main steps in a consulting engagement? Hint: P-A-D-B-V-D - correct answer Plan, Analyze, Design, Build, Validate, Deploy Guidelines for Case Management Hint: 50-5-20 - correct answer a) 50 fields b) 5 record types and page layouts c) 20 assignment rules Impact of using person accounts - correct answer a) Contacts inherit visibility of accounts b) Two records for each customer c) Cannot be turned off once enabled d) Test in the sandbox What