Free Salesforce Service-Con-201 Exam Dumps Questions & Answers

A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?

• A.  Knowledge articles with the highest ratings
• B.  Knowledge articles with the most revisions
• C.  Number of Knowledge articles attached to Cases

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A.  Dashboard viewer
• B.  Team leaders
• C.  VP of service

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

• A.  Case swarms
• B.  Case teams
• C.  Account teams

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

• A.  Quick Action
• B.  Apex trigger
• C.  Escalation rules

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.  Use the Search Activity Gaps dashboard component.
• B.  Detach articles from cases to reset statistics.
• C.  Allow agents to create and publish articles independently.