Service Cloud Consultant - Practice Exam Questions With Verified Answers

Service Cloud Consultant - Practice Exam Questions With Verified Answers Support department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. What is a solution that would help resolve complex issues quickly? - answerHire technical support agents to provide phone support to customers KCS is a methodology that focuses on utilizing knowledge to increase with self-service and improve operational efficiency. What does KCS strive to do in order to achieve these objectives? (2) - answer1. Create content as a by product of solving issues 2. Develop a knowledge base from the organization's collective experience Which of the following would assist agents in resolving customer issues more quickly? (2) - answer1. Suggest knowledge articles to an agent during a chat session 2. Share knowledge article text to customers in a Chat session What would decrease the cost per call? - answerReduce average handle time What does KCS strive to do? (2) - answer1. Integrate the reuse, improvement, and creation of knowledge into the issue resolution process 2. Develop a knowledge base based on the total organizations experience and reward learning, collaboration, sharing, and improving Which type of contact center should be set up to offer appropriate support by checking entitlements? - answerTechnical Support What are some benefits associated with email interaction channel? (2) - answer1. Des not depend on 24/7 availability of support reps 2. Responding to emails can be scheduled as opposed to the ad hoc nature of phone or chat Valid considerations regarding use cases and benefits of email interaction channel? (3) - answer1. Can use templates 2. Cases can be created from emails 3. Work can be scheduled What can be done to achieve high cross/up-sell rates and increase profit per call? (3) - answer1. Establish incentive system scheme to push high-margin products 2. Automate processes for cross-sell and up-sell offers (system automation) 3. Agent Training What is not a business challenge of a contact center? - answerFinancial Forecasting Which interaction channel would increase agent productivity and improve call deflection rate? - answerChat What business drivers should be considered in order to improve CSAT? (2) - answer1. Avg speed of answer 2. First contact resolutions What factors influence average speed of answer metric? (3) - answer1. Number of agents available 2. Average handle time 3. Alternate interaction channels Which component of a contact center can assist with measuring key performance indicators such as average handle time and first call resolution? - answerComputer Telephony Integration (CTI) What are business drivers for technical support call centers? (2) - answer1. Increased revenue from field service 2. Reduce average repair times What improvements can bee expected by fully utilizing a knowledge base? (3) - answer1. Decreased agent training time 2. Improved case deflection rates 3. Quicker case resolution What are two key business challenges for a contact center? - answer1. Reducing contact center costs 2. Forecasting agent demand Which types of call centers would typically experience a business challenge retaining staff? (2) - answer1. Telesales 2. Customer Service