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Question 14/85
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
Which benefit can be expected?
Correct Answer: C
Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster access to solutions and reducing the time needed to resolve customer issues.
- Question List (85q)
- Question 1: The support team at Cloud Kicks would like to implement a me...
- Question 2: Cloud Kicks has recently implemented two-way mobile messagin...
- Question 3: The support management team at Universal Containers has noti...
- Question 4: Universal Containers (UC) is in the process of setting up Ex...
- Question 5: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult...
- Question 6: Universal Containers (UC) has a service-level agreement (SLA...
- Question 7: Agents at Universal Containers are required to update the Ca...
- Question 8: Cloud Kicks (CK) uses Lightning Experience and Lightning Kno...
- Question 9: Which feature should a consultant recommend to prompt a Tier...
- Question 10: Cloud Kicks has a robust Service Cloud implementation for it...
- Question 11: Cloud Kicks (CK) wants to increase the number of articles in...
- Question 12: What should a consultant recommend to ensure chat requests c...
- Question 13: Universal Containers (UC) is ramping up its Knowledge progra...
- Question 14: Universal Containers wants to implement best practices for i...
- Question 15: Universal Containers is migrating from Knowledge to Lightnin...
- Question 16: Universal Containers provides customer support for both new ...
- Question 17: Case closure time at Cloud Kicks (CK) is too high although C...
- Question 18: Universal Containers has recently implemented a new CTI syst...
- Question 19: Cloud Kicks uses Einstein Next Best Action to help service a...
- Question 20: A customer submitted a case that is routed to a service desk...
- Question 21: Cloud Kicks uses a console app to support users. Service age...
- Question 22: Universal Containers has implemented Service Cloud. The comp...
- Question 23: Universal Containers has decided to implement a Web-to-Case ...
- Question 24: Universal Containers (UC) wants to report on how many custom...
- Question 25: Service Console users work on dozens of cases at a time and ...
- Question 26: Cloud Kicks provides support to customers across the world a...
- Question 27: A service manager at Cloud Kicks has received complaints fro...
- Question 28: Cloud Kicks is planning to provide different levels of suppo...
- Question 29: Universal Containers (UC) wants to improve case management b...
- Question 30: Universal Containers wants to offer its customers interactiv...
- Question 31: Universal Containers' leadership wants to reduce the level o...
- Question 32: What is a consideration when adding a report chart to a Page...
- Question 33: Universal Containers wants to notify support managers when a...
- Question 34: Universal Containers (UC) hired agents in an expansion of th...
- Question 35: Universal Containers has recently implemented Chat and is lo...
- Question 36: A service agent is in a messaging session with a customer. T...
- Question 37: Universal Containers (UC) wants to implement Service Cloud u...
- Question 38: The cost of providing contact center support has steadily in...
- Question 39: What should a consultant recommend to ensure chat requests c...
- Question 40: A contact center manager wants to measure improvements to ca...
- Question 41: Cloud Kicks (CK) uses Lightning Knowledge and has set up Dat...
- Question 42: Cloud Kicks (CK) wants to adopt artificial intelligence (Al)...
- Question 43: Universal Containers (UC) has a policy that requires all ema...
- Question 44: Universal Containers (UC) wants to deploy Service Cloud to 1...
- Question 45: Universal Containers wants to let its customers interact in ...
- Question 46: An organization has requested guidance on how to delete cust...
- Question 47: Universal Containers has a case handling process that requir...
- Question 48: Cloud Kicks (CK) uses Lightning Dialer and one-click calling...
- Question 49: Universal Containers has three internal divisions that use S...
- Question 50: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- Question 51: Universal Containers recently deployed a Salesforce Knowledg...
- Question 52: The Universal Containers (UC) customer support organization ...
- Question 53: Universal Containers (UC) has hired a consulting firm to imp...
- Question 54: The VP of service at Universal Containers wants to make it e...
- Question 55: Universal Containers' customers prefer speaking to a live su...
- Question 56: At Universal Containers, support agents need to verify that ...
- Question 57: The service team members at Cloud Kicks (CK) are struggling ...
- Question 58: In the build phase of a Service Cloud implementation for Uni...
- Question 59: Universal Containers (UC) plans to implement a chatbot withi...
- Question 60: Universal Containers wants to provide its resellers a secure...
- Question 61: Universal Containers (UC) is implementing Service Cloud. UC ...
- Question 62: A consultant is working on a Service Cloud implementation wi...
- Question 63: Universal Containers has a well-defined support process for ...
- Question 64: Universal Containers has recently implemented an Experience ...
- Question 65: Universal Containers has created permission sets granting ac...
- Question 66: Which Salesforce resource can be attached to a customer emai...
- Question 67: Universal Containers (UC) recently expanded sales to Mexico ...
- Question 68: The call center manager at Universal Containers wants to gen...
- Question 69: Cloud Kicks provides phone support to customers using the Se...
- Question 70: Universal Containers (UC) faces challenges in efficiently ma...
- Question 71: Universal Containers has implemented Knowledge-Centered Supp...
- Question 72: Cloud Kicks wants to standardize its service key performance...
- Question 73: Universal Containers (UC) is preparing to implement Service ...
- Question 74: Service agents need to send emails with attachments to custo...
- Question 75: Cloud Kicks wants to create a secure, branded mobile app tha...
- Question 76: Support agents at Universal Containers are entering customer...
- Question 77: Universal Containers has tested Skills-Based Routing in a sa...
- Question 78: Cloud Kicks wants to offer its customers a more personalized...
- Question 79: Cloud Kicks provides support to customers in email, social, ...
- Question 80: Universal Containers (UC) is migrating from a legacy case ma...
- Question 81: Using the Lightning Service Console, how can a contact cente...
- Question 82: Universal Containers (UC) is configuring a self-service page...
- Question 83: Which advantage does Salesforce provide with the OpenCTI fra...
- Question 84: Universal Containers wants customers to have the ability to ...
- Question 85: Universal Containers' support team requires its customers to...
