Salesforce ADX261 Quiz 32 Topic 5 Questions 156-160

Question: 1

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

AAssign article managers to public groups and specific article actions to each group.

BAssign article managers to publication teams and specific article actions to each team.

CAssign article managers to public groups and specific publication states to each group.

DAssign article managers to publication teams and specific publication states to each team.

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Question: 2

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

ACreate escalation rules to re-assign cases after SLAs have expired.

BEnable the Service Cloud Console and Knowledge sidebar for agents.

CCreate case teams and introduce swarming to resolve cases.

DEnable and use Chatter feed tracking on the case object.

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Question: 3

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

AVerification of the production migration checklist

BApproval of test scripts from the business lead

CVerification that sample data has been loaded

DFund customer approval on training materials

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Question: 4

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 in the contact centers? Choose 2 answers.

AEnable Chatter for agent collaboration.

BCreate auto response templates for emails.

CEnable Knowledge in a Service Cloud portal.

DEnable Ideas in a Service Cloud portal.

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Question: 5

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

AAutomatic Call Distributor

BPrivate Branch Exchange

CInteractive Voice Response

DTime and Attendance

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Salesforce ADX261 Quiz:32 Topic:5 Questions:156-160