Salesforce Certified Service Cloud Consultant Exam Questions With 100% Correct Answers

Salesforce Certified Service Cloud Consultant Exam Questions With 100% Correct Answers What are the key KCS goals? - answerCreate content as a by product of solving the problem Evolve content based on demand and usage Develop a KB of collective experience to date Reward learning collaboration & sharing & improving What are the key KCS Principles? - answerCapture in the Workflow Structure for reuse Complete thoughts not sentences Search is creating Improve Just in Time article quality Double Loop Process (Solve & Evolve) KB includes knowledge that is at different states of trust & visibility What is ITIL - answerIncident management Create content as a by product of solving problems Just in Time not Just in Case knowledge should be available and searchable "in the customers own words" Public framework for governance of IT "Service Wrap" Focuses on continual measurement and improvement of IT service ITIL 5 Volumes - answerService Design Strategy Transition Operation What are the 3 key KPI areas for customer service? - answerAgent Productivity Customer Service Customer Metrics What are key Customer Service Metrics? - answerCalls Per Hr One-Call Resolution Average Handle Time (time to take the call + work done after the call) Average Wait Time Abandonment Rate Completion Rate (Successfulty finished calls / # of attempted calls) What are key facts about Call Deflection? - answer70-80% is world class 30-50% is average Web self service is 10-20x less costly than phone May see rise in support demand as self service is available What is Business Continuity? - answerMaking sure core front office functinons of the business can remain functional during a disaster (taking orders, writing support tickets, etc) Maintain customer & partner confidence that you can still do business during disaster What does CMK stand for? - answerConsistent interface Minimal Page Breaks Keep it Simple What is Web Self Help? - answerCollection of QA pairs that returns answers based o statistical models & keyword search What are some key Implementation strategies to keep in mind? - answerAlign Business Drivers (KPIs) with implementation Train the trainer Reward promote with dashboards & satisfaction survey Use metrics to identify training opportunities What is the difference between Reactive & Proactive Chat/Customer service? - answerReactive is customer initiated, proactive is agent initiated (automatically popping up window during browsing)