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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q59-Q64):

NEW QUESTION # 59
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of solutions created per agent
B. Number of cases by type by owner
C. Number of cases created sorted by order
D. Number of cases in each status

Answer: B,C

NEW QUESTION # 60
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site
B. Employee Community
C. Partner Experience site

Answer: C

Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.

NEW QUESTION # 61
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A. Ask contact center managers to review data each quarter to possibly delete.
B. Optimize queries to reduce the scope of Cases included with each search.
C. Write an Apex trigger that deletes one case each time a new case is created.
D. Create a data retention plan that archives or purges Cases at regular intervals.

Answer: B,D

NEW QUESTION # 62
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Track not promoter scores as part of an automated survey after case closure for every cote.
B. Measure difference in CSAT ol cases with and without articles attached.
C. Benchmark the average cases per agent versus the team average across each case channel
D. Track the average calls per day, average cases per agent, and average cases per case type.

Answer: A

Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials.
NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.nps_salesforce.htm&type=5

NEW QUESTION # 63
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

A. The report is a Summary or Matrix report.
B. The report chart is added to the Page Layout.
C. The report has a standard Report Type.
D. The report contains a chart.
E. The report is shared with a Chatter Group.

Answer: A,B,D

NEW QUESTION # 64
......

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