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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.
答案：A
解題說明：
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 Reference: : https://help.salesforce.com/s/ar ... view.htm&type=5 : https://help.salesforce.com/s/ar ... orce.htm&type=5
問題 #69
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process'
Choose 2 answers
A. Email Temp ates
B. Macros
C. Global Quick Action
D. Quick Text
答案：A,D
問題 #70
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Knowledge Action to Publish an Article once the Article is approved.
B. Validation Rules for article record types to verify all fields during creation.
C. Data Category to assign an article record type to a Reviewer.
D. Approval Process that assigns an Article to a Reviewer Queue.
答案：C,D
問題 #71
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Knowledge articles
C. Einstein Chat Bot
答案：C
解題說明：
To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.
問題 #72
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers
A. Email Temp ates
B. Macros
C. Quick Text
D. Global Quick Action
答案：A,B
解題說明：
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations. Email Templates can help ensure consistent and professional communication with customers. Verified Reference: : https://help.salesforce.com/s/ar ... view.htm&type=5 : https://help.salesforce.com/s/ar ... view.htm&type=5
問題 #73
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