Service Cloud Certification Study exam with complete solutions

Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R correct answersa) Customer Satisfaction b) Cost of Service c) Revenue For which KPI area is FCR (First Call Resolution) a driver? correct answersCustomer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? correct answersCost of Service For which KPI area is Retention a driver? correct answersRevenue What are common call deflection techniques? correct answersa) Email b) Web c) Chat d) Social Media Channels What can you see at ? Hint: SD-OT-SI correct answersa) 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? correct answersHelp Desk With which call center type is "High Turnover Environment" associated? correct answersCustomer Service