Salesforce Service Cloud Consultant Quiz 26 Topic 9 Questions 126-130

Question: 1

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

AMass Email

BChatter Groups

CPublic Groups

DEscalation Rules

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Question: 2

All of the following objects may have a queue EXCEPT:

AAccounts

BCases

CLeads

DCustom Objects

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Question: 3

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

AMix telephony interactions with email and chat

BExtend benefits to part-time agents

CProvide additional training on tools and process

DAllow shift trading between agents

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Question: 4

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

ACreate a task related to the article with a reminder set for the article start date.

BCreate a workflow rule to update the article status to Published on the article start date.

CSet the article publish date to automatically display the article on the start datE.

DSend an email reminder to update the article status to Published on the start date.

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Question: 5

A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

AImplement an on demand telephony solution provided by a vendor.

BUse a computer telephony integration (CTI) adapter that supports its telephony system.

CCreate an API integration between Salesforce and the telephony system.

DBuild a custom computer telephony integration (CTI) adapter using the Toolkit.

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Salesforce Service Cloud Consultant Quiz:26 Topic:9 Questions:126-130