Salesforce ADX261 Quiz 8 Topic 7 Questions 36-40

Question: 1

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

ACreate a case report to show all cases across tiers filtered by an escalation flag.

BCreate an approval process to ensure only the appropriate cases get escalated.

CCreate a case report to show the number of cases for each tier and sort them by case owner.

DCreate a custom trigger to generate history when cases get escalated between tiers.

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Question: 2

Which solution can be used to improve call deflection?

AKnowledge base

BCommunity forum

CAssignment rules

DWeb chat

ECase routing

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Question: 3

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

AEscalated cases by account month to date

BHigh priority cases opened by account month to date

CTime spent by account year to date

DNew cases opened by the account channel

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Question: 4

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

AActivate Knowledge One within the Salesforce Console for Service.

BCreate a Knowledge Visualforce component on the case detail page.

CActivate Knowledge One on the case detail page.

DCreate a Knowledge Visualforce component within the Salesforce Console for Service.

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Question: 5

UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

AConfigure workflow rules for each data category

BConfigure article types for each kind of content

CDefine approval processes for each article type

DDefine approval processes for each product

EConfigure data category values for each product

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Salesforce ADX261 Quiz:8 Topic:7 Questions:36-40