Newly Released Salesforce Service-Cloud-Consultant Exam PDF

Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.

Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.

Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain.

Salesforce Help: “Measure Knowledge Base Effectiveness Using Case Deflection Metrics.”

Salesforce Trailhead: “Reduce Case Volume Through Self-Service Knowledge.”

To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.

Queue callbacks and contact requests are features of Service Cloud Voice and Omni-Channel, allowing customers to request a callback instead of waiting on hold. This reduces abandoned call rates and improves the customer experience by letting them maintain their place in the queue.

Option A (case assignment rules) applies to internal case routing, not telephony wait management.

Option B (Service Swarming) helps with collaboration but doesn’t address abandoned calls.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Reduce Abandon Rates Using Queue Callbacks in Service Cloud Voice.”

Salesforce Spring ’24 Release Notes – Contact Center Enhancements and Callback Functionality.

To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.​

Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.​

Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided. For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.​

By configuring entitlements and associated milestones, UC can:​

Monitor SLA Compliance:Automatically track whether cases meet the defined response times.​

Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.​

Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.​

This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.​