Salesforce Service-Cloud-Consultant Quiz 37 Topic 7 Questions 181-185

Question: 1

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

AAllow agents to create Knowledge articles when closing a case.

BRequire agents to create Knowledge articles when opening a case.

CAdd the Submit Feedback button to articles.

DAdd the Submit Feedback button on the Solutions tab.

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Question: 2

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

AAutomatic Call Distributor (ACD)

BEntitlements

CWorkflow Management (WFM)

DChat log history

EInteractive Voice Response (IVR)

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Question: 3

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

AAssignment rules

BValidation rules

CWorkflow rules

DAuto-response rules

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Question: 4

Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

AConfigure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

BConfigure the Salesforce Console for Service, integrate the external system, and enable Knowledge

CConfigure the agent console and display the articles, case view, and external system custom object

DCreate a custom Visualforce page to display case list view, external system, and knowledge articles

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Question: 5

Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

AAssign Article types to the Community

BEnable Public Solutions

CEnable Article deliveries

DPublish Articles to external channels

EConfigure Content Library permission

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Salesforce Service-Cloud-Consultant Quiz:37 Topic:7 Questions:181-185