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

30 days 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

1 days ago

A) Allow agents to create and publish articles independently.

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Cherri

1 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

8 days ago

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

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Cordelia

9 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

11 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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Mayra

23 hours ago

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

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Pamella

4 days ago

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

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Xuan

12 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

23 days ago

B) Use the Search Activity Gaps dashboard component.

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Lashaunda

27 days 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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