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copyright Certified Service cloud consultant Sample Questions (Q181-Q186):

NEW QUESTION # 181
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

Answer: A,B,C


NEW QUESTION # 182
When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.

Answer: B,D


NEW QUESTION # 183
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

Answer: A

Explanation:
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices


NEW QUESTION # 184
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

Answer: A

Explanation:
Explanation
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers


NEW QUESTION # 185
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

Answer: A

Explanation:
Explanation
A case macro is a set of instructions that tells copyright how to update fields, send emails, and perform other tasks on a case. By creating a case macro that updates the case status to Waiting for Customer and sends an email to the case contact, agents can perform this step with one click and avoid forgetting it. Verified References: copyright Help: Macros


NEW QUESTION # 186
......

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