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 wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
C. Configure the agent console and display the articles, case view, and external system custom object
D. Create a custom Visualforce page to display case list view, external system, and knowledge articles
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
A. Optimize queries to reduce the scope of Cases included with each search.
B. Create a data retention plan that archives or purges Cases at regular intervals.
C. Ask contact center managers to review data each quarter to possibly delete.
D. Write an Apex trigger that deletes one case each time a new case is created.
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created from Answers
E. Select best answers for questions.
Using Import Wizard, how many Asset records can you import at a time?
A. 1000
B. 5000
C. 50,000
D. 100,000
E. You cannot import Assets via Import Wizard
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types
What is a benefit of a quality monitoring system? Choose 2 answers
A. Lower the average speed of answer (ASA)
B. Teach new agents how to handle difficult situations
C. Enforce a consistent standard of service for customer interaction
D. Capture inappropriate word usage and generate reports
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
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
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