Salesforce Exam Service Cloud Consultant Topic 7 Question 78 Discussion

Actual exam question for Salesforce's Service Cloud Consultant exam

Question #: 78
Topic #: 7

[All Service Cloud Consultant Questions]

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?

AAllow agents to create and publish articles independently.

BUse the Search Activity Gaps dashboard component.

CDetach articles from cases to reset statistics.

Show Suggested Answer

Suggested Answer: B

by Viva at Oct 21, 2023, 01:22 PM

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Rolande

1 months ago

Detaching articles from cases? Sounds like a support agent's version of a 'clean slate' - just erase the past and start fresh. Maybe they can throw in a complimentary crystal ball for good measure.

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Alaine

10 days ago

A) Allow agents to create and publish articles independently.

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Cherri

2 months ago

A) Letting agents go wild with article creation? Sounds like a recipe for chaos. B) Now we're talking! Harnessing the power of data to improve support - that's the way to go.

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Adelaide

17 days ago

A) Detaching articles from cases to reset statistics could be a good idea too.

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Cordelia

18 days ago

B) Now we're talking! Harnessing the power of data to improve support - that's the way to go.

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Alline

20 days ago

A) Letting agents go wild with article creation? Sounds like a recipe for chaos.

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Krissy

2 months ago

I'm all for B - using the Search Activity Gaps dashboard. That way, CK can target their efforts where they'll have the biggest impact. Plus, it has a cool name that makes it sound like a superhero's secret lair.

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Corazon

7 days ago

Agent 1: Let's recommend that to CK as the next step for improving support KPIs.

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Mayra

10 days ago

Agent 3: It's a great way to target efforts effectively and efficiently.

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Pamella

13 days ago

Agent 2: Definitely, it will help CK focus on areas that need improvement.

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Xuan

21 days ago

Agent 1: I agree, using the Search Activity Gaps dashboard sounds like a smart move.

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Elmer

2 months ago

Detaching articles from cases to reset statistics? That's like throwing the baby out with the bathwater. Wouldn't it be better to build on the progress made during the pilot?

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Goldie

1 months ago

B) Use the Search Activity Gaps dashboard component.

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Lashaunda

1 months ago

A) Allow agents to create and publish articles independently.

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Ozell

1 months ago

B) I agree, building on the progress made during the pilot would be more beneficial.

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Phil

2 months ago

A) Allow agents to create and publish articles independently.

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Mitzie

2 months ago

Allowing agents to create and publish articles independently sounds risky. They might create inconsistent or inaccurate content. Using the Search Activity Gaps dashboard seems like a better way to identify areas for improvement.

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