Salesforce Service Cloud Consultant Quiz 4 Topic 4 Questions 16-20

Question: 1

Which method can be used to route cases from social channels?

Ause Twitter-to-case and add workflow rules to the case object.

BEnable Social Customer Service and add assignment rules to the case object.

CEnable Social Network Profile and add workflow rules to the contact object.

DEnable Social Network Profile and add assignment rules to the case object.

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Question: 2

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

* Billing problems account for less than 5% of calls.

* Billing data is stored in an external system containing over 20 million records.

* Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

AUse Lightning Connect to connect and access data in real-time from the billing system.

BImport payment data into Salesforce and add to the contact page layout as a related list.

CCreate a Visualforce page that retrieves payment information via a Web Service call-out.

DCreate a custom tab of type URL that displays a search page from the billing system.

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Question: 3

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

AA sharing set to grant the Customer Community user access to records associated to their Contact record.

BAn organization-wide default of Public Read/Write on the Case object.

CA sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

DA sharing rule to ensure record access is granted based on criteria of the case.

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Question: 4

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

AVisual Workflow

BLightning Guided Engagement

CQuick Text

DMacros

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Question: 5

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

AEmployee Community

BPartner Community

CReseller Community

DCustomer Community

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Salesforce Service Cloud Consultant Quiz:4 Topic:4 Questions:16-20