Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 4)

Question 11

Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A.Percent of cases closed meeting the defined SLA

B.Percent of cases closed with chatter posts

C.Percent of cases closed on first contact

D.Percent of cases closed with an attached article

Question 12

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A.Average case stage duration.

B.Cases created by type.

C.Case volume by channel.

D.Open cases by reason.

Question 13

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A.Customer retention

B.Upsell percentage

C.Average handle time

D.First call resolution

Question 14

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

A.The report chart is added to the Page Layout.

B.The report is a Summary or Matrix report.

C.The report has a standard Report Type.

D.The report contains a chart.

E.The report is shared with a Chatter Group.

Question 15

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A.Create a custom trigger to generate history when cases get escalated between tiers.

B.Create an approval process to ensure only the appropriate cases get escalated.

C.Create a case report to show all cases across tiers filtered by an escalation flag.

D.Create a case report to show the number of cases for each tier and sort them by case owner.

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Question 11

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