Salesforce Service Cloud Consultant Quiz 31 Topic 5 Questions 151-155

Question: 1

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

ADisplay articles in a public knowledge base.

BDisplay articles in Salesforce Answers.

CDisplay articles with HTML, images, and links.

DPublish articles to the Web using Salesforce Publisher.

Show Answer

Question: 2

Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

ARequirements traceability matrix

BSolution design document

CProject milestones

DProject kickoff presentation

Show Answer

Question: 3

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

ATelephony

BOrder Fulfillment

CEnterprise Resource Planning (ERP)

DMarketing

Show Answer

Question: 4

Which of the following utilize the 'Automated Case User' (Choose 3 answers):

AWhen a case is automatically assigned using assignment rules this user is listed in the case history

BWhen an email notification is triggered via workflow this user is listed in the case history

CWhen a case is escalated this user is listed in the case history

DWhen a case is created via Web-To-Case this user is listed in the case history

EWhen a case is created via Email-To-Case this user is assigned as the case owner

Show Answer

Question: 5

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

ASalesforce for Twitter

BLive Agent

CSalesforce Knowledge

DOpen CTI

Show Answer

Salesforce Service Cloud Consultant Quiz:31 Topic:5 Questions:151-155