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Service-Cloud-Consultant PDF DEMO:

QUESTION NO: 1
The Universal Containers' customer support organization has implemented Knowledge
Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
A. Measure and reward agents based on the number of new articles approved for publication.
B. Require agents to check a box on the case when submitting a new suggested article.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D

QUESTION NO: 2
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
A. Customer Portal
B. Email to Case
C. Self Service Portal
D. Chatter feeds
Answer: D

QUESTION NO: 3
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A. Use a Partial sandbox for the DR exercise
B. Use a Developer Pro sandbox for the DR exercise
C. Use a Full copy sandbox for the DR exercise
D. Allow the exercise to be done in a Production instance
Answer: C

QUESTION NO: 4
Universal Containers wants to offer its customers interactive chat as well as Case processing.
The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
A. Live Agent
B. Case Assignment Rules
C. Process Builder Assignment
D. Omni Channel
Answer: D

QUESTION NO: 5
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
A. Account tab with Cases related list
B. Case tabs with Account subtabs
C. Account tabs with Case Subtabs
D. Account tabs and Cases tab
Answer: A

EMC NCP-MCI - 不管你是想升職、加薪,或者只是想提高自己的工作技能,IT認定考試都是你的最佳選擇。 現在的考試如SAP C-TS422-2023在經常的跟新,準備通過這個考試是一項艱巨的任務,Salesforce SAP C-TS422-2023考古題是一個能使您一次性通過該考試的題庫資料。 如果你取得了Oracle 1Z0-1059-24認證考試的資格,那麼你就可以更好地完成你的工作。 ATLASSIAN ACP-120 - 作為IT認證考試學習資料的專業團隊,Royalholidayclubbed是您獲得高品質學習資料的來源。 Cisco 400-007 - 與其盲目地學習考試要求的相關知識,不如做一些有價值的試題。

Updated: May 28, 2022

 

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Revised: 21 Oct 2007

 

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