Salesforce Service Cloud Consultant Quiz 48 Topic 2 Questions 236-240

Question: 1

How is the hash mark (e.g., #salesforce) used in chatter?

ATies the Chatter message to a topic

BIndicates a clickable URL hyperlink

CIndicates the name of a group in which to place the Chatter message

DLinks the Chatter message to Twitter

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Question: 2

Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

APercent of cases closed with an attached article

BPercent of cases closed meeting the defined SLA

CPercent of cases closed with chatter posts

DPercent of cases closed on first contact

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Question: 3

You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

AReturns a link that returns a post with the same reference

BTag another chatter user

CDeletes posts

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Question: 4

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

AStreamline the agent interface.

BEnable templates for written responses.

COffer supports through Facebook and twitter.

DImplement team productivity dashboards.

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Question: 5

What is the capability of case feed?

AAdd custom visual force pages to the case feed page layout.

BEnable call control using the CTI case feed publisher.

CEmbed case feed functionality within a visual force page.

DSwitch from case feed to standard detail pages using a console component

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Salesforce Service Cloud Consultant Quiz:48 Topic:2 Questions:236-240