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Question 94/94
Cloud Kicks (CK) recently implemented Knowledge Centered Support 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 KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
Which Knowledge dashboard should a consultant use?
Correct Answer: C
- Question List (94q)
- 3 commentQuestion 1: Cloud Kicks (CK) wants to increase the number of articles in...
- 1 commentQuestion 2: Cloud Kicks (CK) plans to deploy Service Cloud. Customers ha...
- 3 commentQuestion 3: Universal Containers has four internal divisions that use Sa...
- Question 4: Universal Containers has tested skills-based routing in a sa...
- 2 commentQuestion 5: Service agents at Cloud Kicks frequently encounter duplicate...
- Question 6: Universal Containers wants to reduce the clicks a Customer S...
- 4 commentQuestion 7: Universal containers would like for articles to be suggested...
- 2 commentQuestion 8: universal containers has regional contact centers around the...
- 4 commentQuestion 9: Milestones can be added to which three object types? Choose ...
- Question 10: Universal Containers wants to help customers resolve issues ...
- Question 11: Universal Container wants to let its customers intercat real...
- Question 12: UC has created permission sets granting access to object and...
- 1 commentQuestion 13: Ursa Major Solar sells industrial equipment and privide supp...
- 4 commentQuestion 14: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- 2 commentQuestion 15: A Contact Center Manager is implementing a new customer care...
- 3 commentQuestion 16: vp of service at universal containers wants to make it easie...
- 2 commentQuestion 17: What approach should a Consultant use to ensure that Knowled...
- 2 commentQuestion 18: Universal Containers wants to automate case management for t...
- Question 19: Universal Containers wants to ensure the contracted service ...
- Question 20: What are three considerations when adding a report chart to ...
- 6 commentQuestion 21: The Vice President (VP) of Customer Support for Universal Co...
- Question 22: Cloud Kicks wants to standardize its service KPIs for respon...
- Question 23: As part of a new Salesforce Knowledge implementation, Univer...
- Question 24: The Universal Containers sales team has been so successful i...
- 3 commentQuestion 25: Cloud Kicks use a Console App to support users. Service agen...
- 3 commentQuestion 26: Cloud Kicks wants to view cases resolved on the nrst cal. Pe...
- Question 27: Cloud Kicks uses Service Cloud and Slack. For difficult case...
- 1 commentQuestion 28: Universal Containers wants to implement Knowledge to assist ...
- Question 29: Universal Containers requires a scheduling solution that wil...
- Question 30: Universal Containers wants to unify channels and manage agen...
- 1 commentQuestion 31: A recent analysis of agent performance on chat-related cases...
- 3 commentQuestion 32: Cloud Kicks (CK) plans to use Queues for case management. CK...
- Question 33: A Service Rep transfers a Live Agent Chat to another Rep. Wh...
- Question 34: Universal Containers has an active presence on Twitter and F...
- Question 35: Universal Containers wants to notify Support Managers when a...
- Question 36: A contact center manager wants to measure improvements to op...
- 2 commentQuestion 37: Cloud Kicks (CK) provides product support based on Service C...
- Question 38: Universal Containers wants to allow customers to ability to ...
- 1 commentQuestion 39: The Support Manager at Universal Containers is getting inacc...
- 1 commentQuestion 40: Which three are characteristics of Visual Workflow? Choose 3...
- 2 commentQuestion 41: Cloud Kicks is migrating its knowledge base from Classis Kno...
- Question 42: Universal Containers wants to notify Support Managers when a...
- Question 43: Universal Containers wants to import an external knowledge b...
- Question 44: Universal Containers has been testing an updated Service Con...
- 3 commentQuestion 45: Cloud Kicks pride support to customers across the workd and ...
- 3 commentQuestion 46: Cloud Kicks (CK) provides varying levels of support based on...
- Question 47: Metrics show that Universal Containers has a high call aband...
- 1 commentQuestion 48: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- 2 commentQuestion 49: A consultant has been hired to integrate a client's phone sy...
- Question 50: A client's Support Call Center has seen an increase in call ...
- Question 51: The contact center at universal containers wants to increase...
- 1 commentQuestion 52: universal containers is implementing a customer community to...
- 2 commentQuestion 53: AW Computing sells and supports personal computers and print...
- 1 commentQuestion 54: A recent work task entiys sVa service center rtviaUd that se...
- 1 commentQuestion 55: After migrating from Knowledge to Lightning Knowledge, Autho...
- Question 56: universal containers wants to unify channels and manage agen...
- Question 57: A manager would like information on the knowledge base searc...
- Question 58: What should a consultant recommend service agents use?...
- Question 59: Universal conatiners has determined that case list views are...
- Question 60: Universal Containers wants to notify Support Managers when a...
- Question 61: Universal Containers is changing their case management syste...
- 1 commentQuestion 62: Universal Containers (UC) hired in an expansion of the conta...
- Question 63: Which two capabilities of Lightning Knowledge ensure accurat...
- 2 commentQuestion 64: Support cent' agents at Cloud Kicks use a serv ce console. O...
- 1 commentQuestion 65: Universal Containers wants to implement best practices for i...
- 2 commentQuestion 66: Service Console users work on dozen of cases at one time, an...
- 1 commentQuestion 67: The support team at Cloud Kicks would like would like to imp...
- Question 68: Cloud Kicks uses the Service Console and work items to route...
- 2 commentQuestion 69: Which feature should a consultant recommend to allow a tier ...
- 2 commentQuestion 70: Universal containers is looking for ways to provide more pro...
- Question 71: The VP of Services at Universal Containers wants to reduce c...
- Question 72: When Service Reps view a Case, they often need to see the Ca...
- 1 commentQuestion 73: Universal Container's agent's need to be more productive whe...
- 2 commentQuestion 74: As part of a service improvement project, Cloud Kicks (CK) h...
- 2 commentQuestion 75: Agents at Universal Containers are required to update the ca...
- 1 commentQuestion 76: Cloud Kicks is preparing to deploy Omni-Channel Resolutin to...
- Question 77: What are three best practices that should be used when deplo...
- Question 78: Universal Containers need to determine whether the work orde...
- Question 79: Universal Containers is planning to provide different levels...
- Question 80: Cloud Kicks (CK) has recently started using Entitlements wit...
- Question 81: Universal Containers (UC) receives partner data in Excel for...
- Question 82: How should a Consultant provide Suggested Article functional...
- Question 83: Cloud Kicks is preparing to support customers through SMS te...
- Question 84: A recent survey at Cloud Kicks (CK) shows a decrease in cust...
- 4 commentQuestion 85: Cloud Kicks is planning to use Case Teams to help swarm on d...
- 2 commentQuestion 86: Cloud Kidcs (CK) uses Lightning Knowledge and has set up Dat...
- 2 commentQuestion 87: Ursa Major Solar sends service technicals to customer locati...
- 1 commentQuestion 88: Universal Containers wants to maintain Service Level Agreeme...
- Question 89: Support Managers have requested the ability to provide real-...
- 1 commentQuestion 90: A company is changing its case management system to Salesfor...
- Question 91: what approach should a consultant use to ensure that knowled...
- 2 commentQuestion 92: Cloud Kicks is migrating from an external knowledge base to ...
- Question 93: Universal Containers wants to Jet its customers interact rea...
- 3 commentQuestion 94: Cloud Kicks (CK) recently implemented Knowledge Centered Sup...
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Recent Comments (The most recent comments are at the top.)
Was thinking A too.
The recommended Knowledge dashboard in this scenario would be A. Search Activity Gaps. This dashboard will provide insights into gaps in search activity, helping identify areas where customers are having difficulty finding relevant information. Addressing these gaps can further enhance the customer support experience and contribute to improved KPIs.
Correct Answer: A
to understand what customers are searching for and not finding relevant articles.