最新的Salesforce Certified Service Cloud Consultant - Service-Con-201免費考試真題
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Which best practice will help UC meet its SLA?
正確答案: C
說明：（僅 Fast2test 成員可見）
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
正確答案: B
說明：（僅 Fast2test 成員可見）
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
正確答案: B
說明：（僅 Fast2test 成員可見）
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
正確答案: C
說明：（僅 Fast2test 成員可見）
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
Which configuration should a consultant use when deploying the console?
正確答案: A
說明：（僅 Fast2test 成員可見）
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Which functionality should the consultant recommend to address the problem?
正確答案: A
說明：（僅 Fast2test 成員可見）
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
正確答案: C
說明：（僅 Fast2test 成員可見）
The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation.
What measurement will reflect cost savings after the implementation?
What measurement will reflect cost savings after the implementation?
正確答案: C
說明：（僅 Fast2test 成員可見）
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
Which analytics solution should the consultant recommend?
正確答案: B
說明：（僅 Fast2test 成員可見）