Salesforce Service Cloud Consultant Quiz 22 Topic 2 Questions 106-110

Question: 1

The lifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

ACreate, approve, publish, consume, feedback

BCreate, feedback, publish, approve, consume

CCreate, publish, feedback, approve, consume

DCreate, consume, feedback, approve, publish

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Question: 2

What are two design considerations for a Live Agent implementation? Choose 2 answers

AChat Visitor Browser

BChat Window Title

CChat Character Limit

DIdle Connection Timeout

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Question: 3

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

AOpen CTI

BMacros

CLocal Presence

DLightning Dialer

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Question: 4

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

AKnowledge Base

BCustomer Community

CAutomatic Call Distribution

DService Cloud Console

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Question: 5

A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

ALast modified date and frequent search terms

BLast modified date and number of recent article views

COriginal creation date and average rating of articles

DOriginal creation date and total number of article views

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Salesforce Service Cloud Consultant Quiz:22 Topic:2 Questions:106-110