SERVICE-CLOUD-CONSULTANT GUIDE TORRENT - SERVICE-CLOUD-CONSULTANT RELIABLE EXAM TUTORIAL

Service-Cloud-Consultant Guide Torrent - Service-Cloud-Consultant Reliable Exam Tutorial

Service-Cloud-Consultant Guide Torrent - Service-Cloud-Consultant Reliable Exam Tutorial

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Salesforce Certified Service cloud consultant Sample Questions (Q117-Q122):

NEW QUESTION # 117
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

  • A. Next Best Actions
  • B. Omni-channel Supervisor
  • C. Push Notifications
  • D. Case Feed

Answer: B

Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview


NEW QUESTION # 118
Which feature should a Consultant configure to allow global Service Reps to call customers from within the
Lightning Service Console?

  • A. Open CTI
  • B. Macros
  • C. Lightning Dialer
  • D. Local Presence

Answer: C


NEW QUESTION # 119
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  • A. Reduce the cost per call
  • B. Hire additional support agents
  • C. Train support agents
  • D. Align agent performance goals with KPIs

Answer: C,D


NEW QUESTION # 120
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

  • A. Omni-Channel Utility widget
  • B. Global Shared Macro
  • C. Actions & Recommendations component
  • D. Personalised navigation menu

Answer: A

Explanation:
Explanation
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget


NEW QUESTION # 121
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?

  • A. After Conversation Work Time
  • B. Total Emails Sent
  • C. Call Abandonment

Answer: A

Explanation:
To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.


NEW QUESTION # 122
......

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