Free Salesforce Service-Con-201 Exam Questions

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.What should a consultant recommend as the next step?

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.Individual service agents, team leaders, regional directors, and the VP of service should see thesame KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submitsupport requests instead of calling the customer service center. The product owner has asked the consultant tocreate the implementation plan and research solutions.What should the consultant do before creating an implementation plan?

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?