Salesforce Service Cloud Consultant Quiz 35 Topic 9 Questions 171-175

Question: 1

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

AEnable the self-service portal to generate logins for the hospital staff by region.

BUse Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

CDesign a custom object to track credit requests and route them regionally using assignment rules

DUse cases to track the credit requests and route than to regional teams using assignment rules

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Question: 2

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

AArticles appearing in the Knowledge sidebar

BProducts and assets associated to the case

CKnowledge articles attached to the case

DContract details related to the entitlement

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Question: 3

Using Import Wizard, how many Asset records can you import at a time?

A1000

B5000

C50,000

D100,000

EYou cannot import Assets via Import Wizard

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Question: 4

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

ANumber of Portal Logins per Day

BKnowledge Article Usage

CAverage Call Handle Time

DCases by Support Channels

EEscalated Calls

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Question: 5

What is a benefit of a customer community? Choose 2 answers.

AEliminates the need to track service level agreements

BReduces incoming call volume

CEnables customers to log inquires without contacting an agent

DEliminates the need for support agents

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Salesforce Service Cloud Consultant Quiz:35 Topic:9 Questions:171-175