Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers
A. Data Category to assign an Article Type to a Reviewer
B. Validation Rules for Article Types to verify all fields during creation
C. Knowledge Action to Publish an Article once the Article is approved
D. Approval Process that assigns an Article to a Reviewer Queue
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement?
A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers
A. On the left sidebar of Salesforce Classic
B. On a new tab in the agent's browser
C. On the footer of the Lightning Console
D. On the Highlights Panel of a Primary tab
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new
method 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?
A. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
A. Create a Customer Community
B. Utilize KCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers
A. High priority cases opened by account month-to-date
B. Time spent by account year-to-date
C. Escalated cases by account month-to-date
D. New cases opened by account channel
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center. Which three metrics should the Manager use to access the ROI? Choose 3 answers
A. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues
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
A. Restrict visibility of the views
B. Reduce the number of fields displayed
C. Filter the views by case owner
D. Remove filter criteria from the views
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge?
A. Ensure that each image does NOT exceed the maximum of 25 MB
B. Upload the images into Salesforce prior to importing the articles
C. Convert all images to .jpeg, as this is the only supported file type
D. Include images in an .html file using the image tag and src attribute
Customer support agents want the ability to view customer related information along with case information
on all cases except product related cases. For product related cases, the agents want to view product
information alongside case information.
How should the console be configured to satisfy this requirement?
A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
B. Train users to scroll through the case page layout to look for product related information or customer-related information based on case type
C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
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