A contact center manager is looking for ways to overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2)
A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article tame to draft status
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
B. Add development resources to the project team to build out the additional requirements.
C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
D. Document the requirements gap and communicate development options to the project team
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
A. Enable article customization for open cases.
B. Enable agents to create their own personal articles.
C. Enable suggested articles on new cases.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: Ability for visitors to search Knowledge articles without registering or logging in Ability for over one million registered customers to securely submit cases and view the status of those cases Ability to display white papers to registered customers Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
A. Implement Partner Communities with Knowledge.
B. Implement Customer Communities with Content.
C. Implement Employee Communities with Content.
D. Implement Customer Communities with Knowledge.
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?
A. Customer Community
B. Field Service Lightning
C. SOS Video Chat
D. Salesforce Knowledge
A company receives support requests through a variety of email addresses and web forms for different
parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate
representatives?
A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
D. Escalation Rules, Queues, Public Groups, Live Agent
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answers
A. Enable Work Orders.
B. Create an Entitlement Process.
C. Set up Milestones.
D. Configure Service Contracts.
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers
A. Remove Apex code references to the Article RecordType field.
B. Configure the Visualforce page to use the Lightning Design System.
C. Rename the Visualforce page to "Lightning Knowledge"
D. Remove Apex code references to the ArticleType field.
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
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