Service Cloud Certification Study Guide

Service Cloud Certification Study Guide Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - a) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? - Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - Cost of Service For which KPI area is Retention a driver? - Revenue What are common call deflection techniques? - a) Email b) Web c) Chat d) Social Media Channels What can you see at ? Hint: SD-OT-SI - 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? - Help Desk With which call center type is "High Turnover Environment" associated? - Customer Service With which call center type is "Free or Fee Based support based on the Entitlement" associated? - Technical Support With which call center type is "Need Automatic Routing Systems" associated? - Field Service With which call center type is "High Volumes" associated? - TeleSales What is the recommended order to implement? Hint: S-A-C-A-C-SCC - Security, Accounts, Contacts, Activities, Cases, Service Cloud Console What should you ask for as Discovery Preparation? Hint: O-P-R-R-S - 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 - Plan, Analyze, Design, Build, Validate, Deploy Guidelines for Case Management Hint: 50-5-20 - a) 50 fields b) 5 record types and page layouts c) 20 assignment rules Impact of using person accounts - 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 are the three Entitlement Management models? - a) Entitlements only b) Entitlements + Service Contract c) Entitlements + Service Contract + Line Items On Demand email to case - a) Email parsing requires customization b) Email attachment size 10MB c) Limits on email-to-case volume