Salesforce Service Cloud Consultant Quiz 11 Topic 5 Questions 51-55

Question: 1

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3 million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

AThe Salesforce org may be slow during the data import

BRelated lists on the case object may be slow to populate

CSalesforce reporting speed may be affected

DResult may be slow when searching for records

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Question: 2

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

ACleanse the data outside of Salesforce and then migrate the data.

BUse the Salesforce data loader to load and cleanse the data.

CUse the Salesforce import wizard to load and cleanse the data.

DUpload the data into Salesforce and then run data cleansing tools.

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Question: 3

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

AMeasure and reward agents based on the number of new articles submitted for approval.

BMeasure and reward agents based on the number of new articles approved for publication.

CCreate a dashboard that includes articles submitted by agents and approved for publication.

DRequire agents to check a box on the case when submitting a new suggested article.

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Question: 4

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

AOnly one inbound email address can be used for Email-to-Case

BFollow-up emails and attachments related to a case are attached to the case

CAssignment, escalation, and workflow rules are processed on inbound emails

DFollow-up emails related to a case will update the case comments

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Question: 5

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

AReplaces the need for an email channel

BEliminates tracking of customer entitlements

CUncovers gaps in the knowledge base

DReduces incoming call volume

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Salesforce Service Cloud Consultant Quiz:11 Topic:5 Questions:51-55