When should a CSM use the Service Console?

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How would a CSM navigate to the Service Console?

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Why is the Service Console interface more useful than the standard service interface for CSMs? Select all that apply.

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If a CSM wanted to view multiple records on one screen, what Salesforce tool would they use?

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Which cases appear from the My Cases dropdown?

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What will a CSM see when they choose My Cases from the Service Console dropdown?

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When should a CSM use the Service Console?

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CSMs are often working on how many service cases at a single time?

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What can a CSM find in a case log? Select all that apply.

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How can a CSM open a case log?

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Imagine a CSM needs to schedule a new call with a customer. What steps would they take in the Service Cloud?

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Imagine a CSM receives a customer complaint email. What steps should they take for managing this complaint?

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How can a CSM create a new case?

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What details of a customer complaint should the CSM add to a new case? Select all that apply.

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Which of the following is a way Knowledge is used in Salesforce?

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Imagine you work with a CSM that was asked a question by a customer that they do not know the answer to. What should the CSM do?

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Imagine you work with a CSM that was asked a question by a customer. They know the answer, but also know it will be time consuming to type out. What should the CSM do? Select all that apply.

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Imagine you work with a CSM that was asked a question by a customer. The customer noticed that the checkout process looks different than before, and they’re not sure how to use the new interface. What should the CSM do?

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How can an FAQ be set up in Knowledge?

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Why might a team enforce an approval process for publishing new articles? Select all that apply.

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Which of the following are accurate statements about Knowledge Base licenses? Select all that apply.

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Imagine the sales operations department has identified several CSMs that have been struggling to support customers in an organized way. What should the sales ops team do?

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Imagine the sales operations department has identified several CSMs that have been struggling to support customers in an organized way. What could be the result if the sales operations department doesn’t support the CSMs? Select all that apply.

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As a sales ops specialist, if you leverage the tools in the Service Cloud to help a CSM create a consistent and positive customer support experience, what is an added benefit?

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Which of the following are scenarios in which a CSM should create a new case? Select all that apply.

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Which of the following are scenarios in which a CSM should create new Knowledge content? Select all that apply.

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How can a sales ops specialist help CSMs organize Knowledge content?

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