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?
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.Which step is necessary to make articles visible in all the selected channels?
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.Which solution should a consultant recommend?
Universal Containers has a well-defined support process for cases which includes the following statuses:NewAssignedIn ProgressWaiting On CustomerClosedThe support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.Which report type should the consultant consider when collecting data for the support manager?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer supportcenter is profitable.Which metric should a consultant use to help executive management understand support center costs?