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Service-Cloud-Consultant Engine Package

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Update date : 08-Dec-2023
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Updated : 08-Dec-2023
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Service-Cloud-Consultant PDF Package

Service-Cloud-Consultant PDF Exam (Downloadable)
Latest 2023 Syllabus Topics Included
Updated : 08-Dec-2023
QA : 198
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Service-Cloud-Consultant Questions and Answers

Question # 1

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.

What is the likely reason for the KPI change?


Self-service deflects easy cases, leaving more complex cases for agents.


Customers are spending additional time searching for answers.


Agents do not have access to the same Knowledge articles as customers.


Customers must spend additional time registering for the portal.

Question # 2

Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs)

Which two features need to be configured as part of the implementation?

Choose 2 answers


Workflow Actions




Assignment Rule


Escalation Rule

Question # 3

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers


Number of calls offered


Agent utilization


Quality monitoring score


Schedule adherence

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