Salesforce ADX261 Quiz 19 Topic 7 Questions 91-95

Question: 1

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

Averify that users have access to the Live Agent chat buttons.

BVerify that users have access to the Live Agent public group.

CVerify that users are assigned the Live Agent feature license.

DVerify that users are assigned the Live Agent user profile.

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Question: 2

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

ARemove these fields from the page layout and add the components to the highlights panel.

BAdd these fields to the page layout and add the components to the highlights panel

CRemove these fields from the page layout and add the fields to the highlights panel

DAdd the fields to the page layout and add the fields to the highlights panel.

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Question: 3

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

APublish ongoing updates to the community knowledge base with details about the upgrade.

BCommunicate information about the upgrade to customers in advance.

CSend routine status updates to customers via Chatter during the upgrade.

DReplace the default outage page with a custom page containing upgrade information.

ENotify customers once the upgrade is completed and full services are restored.

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Question: 4

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal?

Choose 2 answers

ARepresenting metrics such as first-response and resolution time on cases

BMonitoring the case escalation rule queue to confirm service levels are met

CIdentifying the customer contact associated with a particular stage of a service contract

DDisplaying whether a case response complies with a customer's service level agreement

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Question: 5

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

ADefine Article Types with Public Sharing Settings.

BDefine Data Categories with Custom Visibility.

CDefine Topics for each Knowledge article.

DDefine a Custom Field to identify the Subject.

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Salesforce ADX261 Quiz:19 Topic:7 Questions:91-95