Salesforce Service Cloud Consultant Quiz 2 Topic 2 Questions 6-10

Question: 1

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

AOmni Channel

BProcess Builder Assignment

CLive Agent

DCase Assignment Rules

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Question: 2

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

* Ability for visitors to search Knowledge articles without registering or logging in

* Ability for over one million registered customers to securely submit cases and view the status of those cases

* Ability to display white papers to registered customers

* Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

AImplement Partner Communities with Knowledge.

BImplement Customer Communities with Content.

CImplement Employee Communities with Content.

DImplement Customer Communities with Knowledge.

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Question: 3

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

ACreate an article action for each record type and assign them to each team based on their product specialization

BCreate a permission set for each record type and assign them to each team based on their product specialization

CCreate a page layout for each article type and assign them to each team based on their product specialization

DCreate a data category for each product and assign them to each team bases on their product specialization

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Question: 4

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

AConfigure Case Assignment Rules

BConfigure Omni-Channel with Most Available Routing

CConfigure Live Agent Skills-based Routing

DConfigure Omni-Channel with Least Active Routing

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Question: 5

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

ACompany Community

BEmployee Community

CCustomer Community

DPartner Community

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Salesforce Service Cloud Consultant Quiz:2 Topic:2 Questions:6-10