Salesforce ADX261 Quiz 54 Topic 8 Questions 266-270

Question: 1

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

ANumber of Chatter files attached to cases.

BNumber of published article views.

CNumber of articles associated to cases.

DNumber of content packs attached to cases.

ENumber of successful keyword searches.

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Question: 2

A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

ARecord Types

BSupport Processes

CApproval Processes

DSupport Types

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Question: 3

SLA says agent must respond within one hour, or if marked 'urgent', resolve within one day. How can this best be achieved?

AUse entitlements to define a process and milestones

BUse case teams to close

CUse escalation rules

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Question: 4

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

AOn-demand email to case

BOn-demand email to case with sites

CEmail to case with web to case

DEmail to care with Site

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Question: 5

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

AWorkflow rule

BValidation rules on case process field

CEscalation rule to ignore business hours based on case criteria

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A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

SLA says agent must respond within one hour, or if marked 'urgent', resolve within one day. How can this best be achieved?

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Salesforce ADX261 Quiz:54 Topic:8 Questions:266-270