Salesforce certshero free Access Service-cloud-consultant New Release by Curtis q15 vce pdf

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Exam Name:	Salesforce Certified Service Cloud Consultant (Service-Con-201)
Exam Code:	Service-Cloud-Consultant Dumps
Vendor:	Salesforce	Certification:	Certified Service Cloud Consultant
Questions:	290 Q&A's	Shared By:	curtis

Question 68

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

Options:

Develop custom Knowledge reports and dashboards.

Create a review board to evaluate and manage Knowledge articles.

Install the Knowledge Base Dashboards & Reports AppExchange package.

Discussion

Question 69

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

Options:

Create a dashboard using Reporting Snapshots.

Create a dashboard for each support manager.

Create a Dynamic Dashboard.

Discussion

Question 70

Cloud Kicks (CK) has rolled out a new Contact Center and is eager to understand the return on investment (ROI). CK has hired a Service Cloud Consultant to operationalize its reports. CK would like to understand the duration a case spends in each status.

Options:

Cases with Historical Trending report

Cases with Milestones report

Case Lifecycle report

Discussion

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Question 71

What is a common deflection technique to reduce the number of interactions for a contact center?

Options:

Suggest articles for an Email-to-Case question.

Recommend articles prior to a Chat session.

Recommend articles during a call from a support agent.