Salesforce Service Cloud Consultant Quiz 33 Topic 2 Questions 161-165

Question: 1

Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are

a. How should Knowledge be configured? Choose 2 answers.

ACreate three article types for each product area (Personal Banking, Mortgage, CD).

BCreate three data categories for each product area (Personal Banking, Mortgage, CD).

CCreate two data categories to display information (Question/Answer, Product Info).

DCreate two article types to display information (Question/Answer, Product Info).

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Question: 2

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

AReduce the cost per call

BTrain support agents

CAlign agent performance goals with KPIs

DHire additional support agents

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Question: 3

When a Self Service Portal User adds a Case Comment the following actions take place:

AAn email is automatically sent to the case owner

BA Workflow rules is activated

CAn Assignment Rule is Activated

DNone of the above

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Question: 4

What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

AIncrease the Call-to-Order ratio

BUse integrated voice response

CBypass entitlement verification

DUse suggested Knowledge articles

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Question: 5

What process is a use case for Visual workflow? Choose 3 answers

AField validation during case creation

BCross-self promotions for representatives

CAssignment of email to a case queue based on subject

DDecision-based troubleshooting for representatives

ECaller verification and creation of a new case

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Salesforce Service Cloud Consultant Quiz:33 Topic:2 Questions:161-165