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Flashcards in Service Cloud Exam Prep Deck (110)
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1

Which metric influences customer satisfaction? (2)
A. First call resolution
B. Cost per call
C. After call work
D. Call quality
D. Call quality

A, D

1

What are seven important call center metrics?

1. Calls Per Hour, 2. One call resolution, 3. First call Resolution Rate, 4. Average Handle Time, 5. Average Wait Time 6. Abandonment Rate 7. Completion Rate

2

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling.

Which support channel requires the smallest amount of agent work time?

A. Web to case
B. Email to case
C. Web self service
D. Chat

C Web Self Service

2

What are deflection tecnhiques

When customers can solve their own questions on the web

3

Which method can be used to improve agent retention?
Choose 2 answers:

A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents

B. Extend benefits to part-time agents
D. Allow shift trading between agents

3

What are call center types

IT Help desk, produce support, telesales, customer services, field service / dispatch

4

Universal Containers plans to migrate data into Salesforce from a legacy system.

Which step should be taken before performing the data migration?

Choose 2 answers:

A. Perform data cleansing
B. Enable data validation rules
C. Develop data map
D. Normalize database

A. Perform data cleansing
C. Develop data map

4

What do ITIL and KCS stand for?

Information Technology Infrastructure Library and Knowledge Centered Support

5

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?


A. Telephony
B. Order Fulfillment
C. Enterprise Resource Planning (ERP)
D. Marketing

C. Enterprise Resource Planning (ERP)

5

What is average and world Class deflection rates?

World Cass - 70%-80%; Average 30%-50%

6

Universal Containers is designing a contact center focused on customer billing inquires. The contact center includes the variables listed below.

• 2 million accounts in Salesforce
• 20 million invoices in an external application
• 600 support agents
• 300,000 transactions processed daily across agents

When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information.

Which solution would meet these requirements?
Choose 2 answers:

A. Create a bi-directional integration using the Salesforce API
B. Build a real-time integration to import invoices into a Salesforce custom object
C. Launch the customer billing application in Salesforce as a Web tab
D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call

C. Launch the customer billing application in Salesforce as a Web tab
D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call

6

How much less is it to resolve a case on the web instead of via phone?

10-20 time less.

7

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search.

Which approach will ensure best system performance?
Choose 3 answers:
A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search

A. Custom indexes
B. Tiered data strategy
D. Divisions

7

What is a key tenant of KCS?

Knowledge is key asset of the customer suport & technical organization. Solutions must appear based on the customer input, not your internal language.

8

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service.
Which report should be included on the manager's dashboard? Choose 3 answers:
A. Average Call Handle Time
B. Cases by Support Channels C. Number of Portal Logins per Day D. Escalated Calls
E. Knowledge Article Usage

B. Cases by Support Channels
C. Number of Portal Logins per Day
E. Knowledge Article Usage

8

What are reports for managing content?

Top 100 questions with Negative Feedback; Failed Questions, Questions by product line.

9

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases.
How can the supervisor use this data to drive greater consistency in average time spent by agents across the team?
Choose 3 answers:
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A

A. Document and share the practices of Agent A with the team via knowledge articles
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal

9

What are Cell Center environment influences?

Product & service support; Web Self Service; Travel Desk; Telesales (both in & outbound); Outbound disaster aversion

10

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metrics listed below.
• Average handle time (AHT)
• Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information?
Choose 3 answers:
A. Workforce Management (WFM) B. Automatic Call Distributor (ACD) C. Entitlements
D. Interactive Voice Response (IVR)
E. Chat log history

A. Workforce Management (WFM)
B. Automatic Call Distributor (ACD)
C. Entitlements

10

What are call center action drivers?

Support incident; Billing question/dispute; Performance/Feedback; Feature request; Installation request; Orders; Bugs/Defects; Return Material Auth (RMA)

11

Universal Containers needs to produce a dashboard in Salesforce that shows the average cost per call. Which data needs to be available in Salesforce in order to create the report?
Choose 2 answers:
A. Agent hours worked and agent wage rate B. Average seconds to answer and talk time C. Talk time and wrap time
D. Case status and case age

A. Agent hours worked and agent wage rate
C. Talk time and wrap time

11


What is ITIL?



ITIL is: Information Technology Infrastructure Library. The Incident Management Process (IcM) is a process inside ITIL.


12

The manager of large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent.
Which system would be used to generate the report?
A. Automatic Call Distributor
B. Private Branch Exchange C. Interactive Voice Response D. Time and Attendance

C. Interactive Voice Response

12

What are key tenants of Knowledge based support?

1. Evolve content based on demand and use 2. Knowledge is just on demand and just in case. 3. The KB contains knowledge in different staes of trust (awaiting review vs. Approved) and visibility (un-publised vs. published)

13

How would a contact center use Force.com Flow?
A. To automate business processes for agents who troubleshoot customer support issues via phone
B. To automatically assign cases to a specific queue based on the customer support level
C. To escalate a case to the support manager if it has been open for more than 72 hours
D. To assign follow-up tasks to an agent one week after a case is updated

A. To automate business processes for agents who troubleshoot customer support issues via phone

13

What are 5 businessWhat are 5 steps to implementation?

1. Plan 2. Requirements 3. Design 4. Build, 5. Test/Document

14

Universal Containers needs to automate the process of gathering and measuring customer satisfaction (CSAT). The process should be initiated at the time of case closure.
Which feature should be used to meet this requirement?
A. Enable the Send Survey feature for cases
B. Create a case survey email template and auto- notification rule
C. Install an AppExchange product for case survey functionality
D. Deploy the self-service portal CSAT survey widget

C. Install an AppExchange product for case survey functionality

14

What are business drivers of Service Cloud implementation?

1. High quality 1 and done 2. Streamline case resolution 3. Increase agent effectiveness 4. Self-Learning knoledge base

15

Universal Containers has service level agreements (SLAs) with clients that require an agent to respond within one hour of receiving a case. The agreement also states that the case must be resolved in less than one day if the case status is set to urgent.
Which feature should be used to meet this requirement?
A. A workflow email alert to send notification that a case was received
B. Case assignment rules to route the case to an escalation queue
C. Case comments to communicate updates to the client D. Entitlements to define milestones to meet the SLAs

D. Entitlements to define milestones to meet the SLAs

15

What are primary business processes in Service?

A) capture and Assign cases; B) Unified Case Management & Automation C) Agent Productivity D) Service Knowledge Management