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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Krissy

8 days 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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Elmer

13 days 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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Mitzie

14 days 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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