Salesforce Salesforce Certifications SALES-CLOUD-CONSULTANT Questions & Answers

• Question 931:

  A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

  A. Knowledge search query with no results.

  B. Knowledge articles with the lowest rating.

  C. Number of knowledge articles in each data category.

  D. Knowledge articles created by call center agents.

  Correct Answer: AB

• Question 932:

  Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

  A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

  B. Enable the Knowledge sidebar related list on the case page layout.

  C. Enable the Knowledge sidebar setting in the case support settings.

  D. Create a Visualforce page called Knowledge sidebar on the case page layout.

  Correct Answer: A

• Question 933:

  Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?

  A. Assign a global team of experienced agents and leaders to create a common design template and report structure.

  B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

  C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

  D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

  Correct Answer: A

• Question 934:

  Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  1.

  Billing problems account for less than 5% of calls.

  2.

  Billing data is stored in an external system containing over 20 million records.

  3.

  Agents do not want to maintain separate login sessions for Salesforce and the billing system. Which two solutions should a consultant recommend? Choose 2 answers

  A. Use Lightning Connect to connect and access data in real-time from the billing system.

  B. Import payment data into Salesforce and add to the contact page layout as a related list.

  C. Create a Visualforce page that retrieves payment information via a Web Service call-out.

  D. Create a custom tab of type URL that displays a search page from the billing system.

  Correct Answer: CD