Practice Free Service-Con-201 Exam Online Questions
A consultant is advising Cloud Kicks on developing call center metrics to measure service rep
productivity based on a combination of quality and practical metrics.
Which key performance indicator (KPI) usually points to high customer satisfaction?
- A . Knowledge article creation rate
- B . First Contact Resolution
- C . Self-help case deflection
B
Explanation:
First Contact Resolution (FCR) is one of the most important quality metrics directly correlated with high customer satisfaction and loyalty. It measures the percentage of customer issues resolved during the initial interaction without requiring follow-up.
According to the Service Cloud Consultant Exam Guide C Contact Center Analytics Domain, improving FCR typically increases CSAT and reduces overall case volume and handling costs. It reflects the effectiveness of service reps and the quality of internal processes.
Option A (Knowledge article creation rate) measures internal enablement and content productivity but not customer satisfaction directly.
Option C (Self-help case deflection) reflects channel efficiency, not direct interaction quality.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide C Contact Center Analytics Domain.
Salesforce Help: “Key Service Metrics and KPIs for Contact Centers”.
Salesforce Trailhead: “Improve Customer Satisfaction with FCR and CSAT Metrics”.
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?
- A . SMS Long Code
- B . SMS Enhanced
- C . SMS Short Code
A
Explanation:
For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
- A . Path for Cases
- B . Escalation Rules
- C . Einstein Next Best Action
A
Explanation:
To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times.
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
- A . Entitlement processes, contract line items, milestone, and entitlements
- B . Entitlement processes, milestones, milestone actions, and entitlements
- C . Entitlement processes, contracts, contract line items, and entitlements
B
Explanation:
To ensure that contracted service level requirements are met, Salesforce provides a structured approach through Entitlement Management. This framework allows organizations to define, enforce, and monitor service levels for customer support.
Key Components:
Entitlements: These represent the specific support terms agreed upon with customers, such as response times or support availability.
Entitlement Processes: These are timelines that outline the steps (milestones) your support team must complete to resolve cases or work orders.
Milestones: These are time-dependent steps within an entitlement process that represent service levels to be provided. Examples include First Response Time and Resolution Time.
Milestone Actions: These are automated actions triggered at specific points in a milestone, such as sending email alerts when a milestone is approaching violation or has been violated.
By configuring these components, Universal Containers can effectively monitor and ensure compliance with their service level agreements, providing timely and efficient support to their customers.
Reference:
https: //help.salesforce.com/s/articleView?id=service.entitlements_process_parent.htm&language=en_US&type=5
https: //help.salesforce.com/s/articleView?id=sf.entitlements_milestone_actions.htm&language=en_US&type=5
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A . Use custom labels to manage quick text translations.
- B . Share a folder with quick text for each translation.
- C . Share each quick text individually to Public Groups.
B
Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
- A . Allow agents to create and publish articles independently.
- B . Use the Search Activity Gaps dashboard component.
- C . Detach articles from cases to reset statistics.
B
Explanation:
To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK’s efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
- A . Enable lookup filters.
- B . Configure a Quick Action.
- C . Set OWD sharing to Private.
A
Explanation:
Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria, such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and improving the support process’s efficiency.