Salesforce Service-Cloud-Consultant Quiz 6 Topic 3 Questions 26-30

Question: 1

UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

AEmail-to-Case

BWeb-to-Case

COn-Demand Email-to-Case

DCustomer Chatter groups

Show Answer

Question: 2

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

ARecovery point objective

BCriteria for plan activation

COpen access to systems

DSite consolidation

Show Answer

Question: 3

Which solution can be used to improve call deflection?

AKnowledge base

BCommunity forum

CAssignment rules

DWeb chat

ECase routing

Show Answer

Question: 4

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

ACreate a case report to show all cases across tiers filtered by an escalation flag.

BCreate an approval process to ensure only the appropriate cases get escalated.

CCreate a case report to show the number of cases for each tier and sort them by case owner.

DCreate a custom trigger to generate history when cases get escalated between tiers.

Show Answer

Question: 5

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

AEvolving content-based product lifecycles

BCreating content as a result of solving issues

CRewarding learning, collaboration, sharing and improving.

DDeveloping a knowledge base on the experience of an individual

Show Answer

Salesforce Service-Cloud-Consultant Quiz:6 Topic:3 Questions:26-30