Salesforce ADX261 Quiz 47 Topic 4 Questions 231-235

Question: 1

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

ACreate an FAQ article type and configure the enable suggested articles option in support settings.

BCreate an FAQ article type and enable the submit articles feature on the case close page layout.

CDefine a data category called FAQ and assign category visibility to users in the contact centre role.

DEnable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

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Question: 2

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

AUse auto response rule to send an email

BUse escalation rule to send an email

CSupervisors to investigate those cases

DIdentify those cases and assign to the closure team

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Question: 3

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.

Which feature should a Consultant implement to address this concern?

AConfigure Macros

BMultiple Monitors Components

CCollapsible Sidebar Components

DConsole Keyboard Shortcuts

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Question: 4

Universal Containers wants to provide its customers with more support options.

Which three should a Consultant recommend?

Choose 3 answers

ACreate a Customer Community

BUtilize KCS to manage Knowledge

CAdd Live Agent to public-facing sites

DConfigure Chatter for public access

EImplement SOS for mobile experience

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Question: 5

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

AOn the left sidebar of Salesforce Classic

BOn a new tab in the agent's browser

COn the footer of the Lightning Console

DOn the Highlights Panel of a Primary tab

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Salesforce ADX261 Quiz:47 Topic:4 Questions:231-235