Salesforce ADX261 Quiz 51 Topic 7 Questions 251-255

Question: 1

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

ACreate a report that display the # of articles searched during the past 2 months

BReport displays # of articles associated to data categories during past 2 months

CReport that displays # of cases with articles attached during the past 2 months

DReport that displays # of new articles created during the past 2 months

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Question: 2

What is the capability of case feed?

AAdd custom visual force pages to the case feed page layout.

BEnable call control using the CTI case feed publisher.

CEmbed case feed functionality within a visual force page.

DSwitch from case feed to standard detail pages using a console component

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Question: 3

For which purpose should a contact center use visual workflow?

ATo escalate a case to the support manager if it has been open for more than 72 hours.

BTo automatically assign cases to a specific queue based on the customer support level.

CTo assign follow-up tasks to an agent one week after a case is closed.

DTo automate business processes for agents who troubleshoot customer support issues via phone.

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Question: 4

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

AStreamline the agent interface.

BEnable templates for written responses.

COffer supports through Facebook and twitter.

DImplement team productivity dashboards.

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Question: 5

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

ARequire agents to check a box on case when submitting a new suggested article

BCreate a dashboard for articles submitted by agents & approved for publication

CMeasure & reward agents based on the # of new articles submitted for approval

DMeasure & reward agents based on the # of new articles approved for publication

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Salesforce ADX261 Quiz:51 Topic:7 Questions:251-255