Salesforce ADX261 Quiz 34 Topic 9 Questions 166-170

Question: 1

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

AMap articles with HTML sections to rich text area fields

BUse change sets to import data categories

CCreate a separate .csv for each article type

DUse the data loader to import unstructured articles

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Question: 2

Which support channel requires the smallest amount of agent work time?

AWeb to case

BEmail to case

CWeb self service

DChat

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Question: 3

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

ARoute cases to agents in an alternate center.

BDisable the Interactive Voice Response (IVR) system.

CDeliver training on case handling for contingent staff.

DUpdate the case status field values.

EMonitor service level agreements (SLAs) and notify customers.

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Question: 4

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

ATelephony

BOrder Fulfillment

CEnterprise Resource Planning (ERP)

DMarketing

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Question: 5

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

AFirst call resolution

BAverage handle time

CUpsell percentage

DCustomer retention

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Salesforce ADX261 Quiz:34 Topic:9 Questions:166-170