Service Cloud Certification Study Exam Questions And Answers (Verified And Updated)

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