Salesforce Service Cloud Consultant Quiz 45 Topic 2 Questions 221-225

Question: 1

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

AAutomatic call distributor and interactive voice response

BWorkforce management and customer satisfaction score

CAverage handling time and first call resolution time

DAgent skill-based routing and predictive dialer

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Question: 2

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

APartner portal

BService Cloud portal (Customer Community)

CEnterprise admin

DSites

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Question: 3

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

ACreate a custom list view for cases, contacts, and orders and pin them to the side bar.

BEnable the 'Access Recent Items' user permission on the user profiles.

CEnable the 'History' component within the Salesforce Console for Service.

DEmbed a 'Recent Items' Visualforce component into the Salesforce Console for Service.

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Question: 4

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

AA separate .csv import file is uploaded for each data category

BAttachments and .html files must be referenced in a corresponding .zip file

CEach article must be associated to an article type

DOne .csv import file is uploaded for all article types

EA separate .csv import file is uploaded for each article type

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Question: 5

The VP of Service at Universal Containers is looking for ways to reduce contact center costs.

Which two metrics should the Consultant recommend?

Choose 2 answers

AFirst Call Resolution

BAverage Handle Time

CService-Level Agreements

DTime to Answer

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Salesforce Service Cloud Consultant Quiz:45 Topic:2 Questions:221-225