Question 1

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 2

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

Options :

A : It captures the same informaion as First Call Resolution.

B : It includes blocked and abandoned calls.

C : It is the typical experience of a caller.

D : It is askewed by calls that are quickly answered

Answer: B

Question 3

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

Options :

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

Question 4

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

Options :

A : Configure e deshboerd refresh schedule.

B : Ensure View All Data is not assigned to users.

C : Use a Dynamic Dashboard based on running user.

D : Add multiple Dashboard Filters.

Answer: C

Question 5

What should a consultant recommend service agents use?

Options :

A : Einstein Next Best Action Strategy Guilder.

B : History tab on the Actions & Recommendations comporent.

C : Paused now interviews Lightning Component.

D : Recommendation Strategy Metrics related list.

Answer: A

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