Salesforce Certified Service Cloud
Consultant Exam Questions With
100% Verified Answers
What are the key KCS goals? -
correct answer ✅Create 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? -
correct answer ✅Capture 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 -
correct answer ✅Incident management
Create content as a by product of solving problems Just in Time not
Just in Case
,Salesforce Certified Service Cloud
Consultant Exam Questions With
100% Verified Answers
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 -
correct answer ✅Service
Design
Strategy
Transition
Operation
What are the 3 key KPI areas for customer service? -
correct answer ✅Agent Productivity
Customer Service
Customer Metrics
What are key Customer Service Metrics? -
correct answer ✅Calls Per Hr
, Salesforce Certified Service Cloud
Consultant Exam Questions With
100% Verified Answers
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? -
correct answer ✅70-80% 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? -
correct answer ✅Making 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
Consultant Exam Questions With
100% Verified Answers
What are the key KCS goals? -
correct answer ✅Create 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? -
correct answer ✅Capture 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 -
correct answer ✅Incident management
Create content as a by product of solving problems Just in Time not
Just in Case
,Salesforce Certified Service Cloud
Consultant Exam Questions With
100% Verified Answers
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 -
correct answer ✅Service
Design
Strategy
Transition
Operation
What are the 3 key KPI areas for customer service? -
correct answer ✅Agent Productivity
Customer Service
Customer Metrics
What are key Customer Service Metrics? -
correct answer ✅Calls Per Hr
, Salesforce Certified Service Cloud
Consultant Exam Questions With
100% Verified Answers
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? -
correct answer ✅70-80% 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? -
correct answer ✅Making 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
