Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 17)

Question 76

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

A.Create a report using the Case Lifecycle report type.

B.Create a report using the Case Snapshot report type.

C.Create a report using the Case Historical Trending report type.

D.Create a report using the Case Age report type.

Question 77

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A.Remove date boundaries from filter criteria.

B.Remove dashboards based on long-running reports.

C.Remove formula fields from filter criteria.

D.Remove unnecessary columns from the reports.

Question 78

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

A.Open cases by reason.

B.Cases created by type.

C.Case volume by channel.

D.Average case stage duration.

Question 79

Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

A.Data Categories no longer control access to articles.

B.Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

C.Data Category Visibility of AM Categories provides Public Read Only access.

D.Data Category Visibility of All Categories provides Public Read/Write access.

Question 80

The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A.Enable Ideas in a customer portal

B.Enable Chatter for agent collaboration

C.Enable Live Agent to handle incoming service inquiries

D.Create auto-response templates for incoming emails

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Question 76

Question 77

Question 78

Question 79

Question 80

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