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[Service Cloud Solution Design]
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and
mandatory employee training.
What should the consultant recommend to meet the requirements?
[Interaction Channels]
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
[Interaction Channels]
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
[Service Cloud Solution Design]
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's
support offerings should be adjusted.
Which feature should the consultant recommend?
[Industry Knowledge]
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK management
notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a
decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
