Salesforce Service Cloud Consultant Quiz 13 Topic 2 Questions 61-65

Question: 1

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

AAn outbound message to a middleware platform to provide map details

BA mashup integration on the Account page to a third-party mapping service

CA Web Service call-out that retrieves map details from the backend system

DA custom tab of type URL that displays a map image of customer location

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Question: 2

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

AIt is a server based software program that controls the behavior of a Salesforce SoftPhone

BIt is an intermediary between a telephony system and a Salesforce CRM call center user

CIt utilizes the SoftPhone capability from within the Salesforce application

DIt allows voicemails to be captured and stored as attachments on cases

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Question: 3

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

ABuild a repository of Knowledge articles related to integration and share it with the customer.

BEnable Chatter case feed and add product development team members to the case team.

CCreate a related child case and assign the child case to the product development team.

DCreate a private Chatter group with customers and invite key individuals to join the group.

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Question: 4

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

AAssign the Salesforce users to the Call Center.

BInstall an adapter from AppExchange to work with third-party CTI systems

CUse Apex to create an adapter to work with third-party CTI systems

DCreate a SoftPhone layout and assign to user profiles

EAssign the Salesforce CTI license to Salesforce users

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Question: 5

Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

AIntegration with Field service teams and apps

BStrategies to maximize call deflection

CPerformance for high volume of interactions

DIntegration with Lead Generation team and apps

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Salesforce Service Cloud Consultant Quiz:13 Topic:2 Questions:61-65