Salesforce Service Cloud Consultant Quiz 1 Topic 8 Questions 1-5

Question: 1

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

ARecommend articles during a call for a support agent

BSuggest articles for a web-to-case question

CSuggest articles for an email-to-case question

DRecommend articles prior to a Live Agent session

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Question: 2

Which two configuration steps are required before quick actions can be used in Macros?

AGlobal Actions needs on the publisher layout.

BQuick Actions must be enabled in the org.

CThe specific quick action must be added to the case Feed.

DThe specific quick action must be added to the case record Type.

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Question: 3

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which two actions will improve the performance of the list views? Choose 2 answers

ARestrict visibility of the views

BReduce the number of fields displayed

CFilter the views by case owner

DRemove filter criteria from the views

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Question: 4

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

AOmni-Channel routing

BStandard Email-to-Case

CWeb-to-Case forms

DOn-Demand Email-to-Case

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Question: 5

Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

AUse a Change Set

BManually re-create the Permission Sets

CCreate an Unmanaged Package

DPublish a Managed Package

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Salesforce Service Cloud Consultant Quiz:1 Topic:8 Questions:1-5