A recent work task analysis for a service center revealed that service agents perform the
same steps when closing a case and sending a survey through email. These steps take around 1
minute per case. With millions of cases closed each year, it is important to improve efficiency of this
operation. the
What is a recommended Service Cloud feature that improves the process?
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to
meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with
CK?
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?