Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
A. Enable social profile and add workflow rules to the contact object
B. Use Twitter-to-Case and add workflow rules to the case object
C. Enable social profile and add assignment rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails D. Enable Live Agent to handle incoming service inquiries
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
E. It does NOT require a software install for each call center user on a Windows-based PC.
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
A. Select Flag as new version' checkbox when publishing.
B. Use Smart Link to Article to select the prior version.
C. Enable Knowledge User for Service Agents.
D. Use the Clone option to create a new article.
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A
Which configuration item must be created when implementing Lightning Knowledge?
A. Record Types
B. File Types
C. Attachment Types
D. Article Types
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
A. Customer Community
B. Web -to -Case
C. Live Agent
D. Knowledge Base
E. Chatter Answers
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