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Service Cloud Consultant
Service-Cloud-Consultant Free Questions
Salesforce Service-Cloud-Consultant Quiz:32 Topic:5 Questions:156-160

Home
Salesforce
Service Cloud Consultant
Service-Cloud-Consultant Free Questions
Salesforce Service-Cloud-Consultant Quiz:32 Topic:5 Questions:156-160

Salesforce Service-Cloud-Consultant Quiz:32 Topic:5 Questions:156-160

Free Practice Mock Questions Set 156-160 (Quiz # 32) for Salesforce Service-Cloud-Consultant Exam, according to official Salesforce Certified Service Cloud Consultant exam syllabus topic # 5

Question: 1

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

ANumber of cases escalated by agent

BNumber of articles created by agent

CNumber of articles attached to a case

DNumber of solutions created by agent

Answer : B, C

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Question: 2

Which case submission process leverages Apex email services?

AWeb-to-Case

BEmail-to-Case

COn-demand Email-to-Case

DCase submitted using chat

Answer : C

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Question: 3

Which application will allow a client to enable Ideas on a public website?

APartner portal

BSelf-service portal

CSites

DCustomer portal

Answer : C

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Question: 4

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

AInformation Technology (IT) help desk

BTelesales center

CHuman Resources (HR) help desk

DTelemarketing center

Answer : A

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Question: 5

Which metric influences customer satisfaction? Choose 2 answers

AAfter call work

BCost per call

CFirst call resolution

DCall quality

Answer : C, D

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Quiz 28

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Quiz 32

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