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NEW QUESTION # 86
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?
Answer: B
NEW QUESTION # 87
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used.
How can a consultant address this concern?
Answer: D
Explanation:
When service agents are overwhelmed by the abundance of buttons and components on the Case layout, configuring Path for Cases offers a streamlined and guided approach to case management. The Path feature highlights key stages and the necessary steps at each stage, helping agents focus on the most relevant actions and information. This reduces confusion and improves the user experience, making it easier for agents to remember and utilize the features that are most important for case resolution.
NEW QUESTION # 88
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
Answer: C
Explanation:
To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type.
NEW QUESTION # 89
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?
Answer: B
Explanation:
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified Reference: 3: Self-Service Best Practices
NEW QUESTION # 90
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?
Answer: B
NEW QUESTION # 91
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