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Service-Con-201 Practice Questions

Service-Con-201 Practice Questions

Question# 1

The support manager at Universal Containers wants to see monthly historical metrics for first - call resolution by call center. Which analytics solution should the consultant recommend?

Question# 2

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Question# 3

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

Question# 4

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?

Question# 5

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable. Which metric should a consultant use to help executive management understand support center costs?

Note:

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Service-Con-201 Practice Questions

Service-Con-201 Practice Questions

Question# 1

The support manager at Universal Containers wants to see monthly historical metrics for first - call resolution by call center. Which analytics solution should the consultant recommend?

Question# 2

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Question# 3

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

Question# 4

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?

Question# 5

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable. Which metric should a consultant use to help executive management understand support center costs?

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