Salesforce ADX261 Quiz 7 Topic 8 Questions 31-35

Question: 1

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

AEvolving content-based product lifecycles

BCreating content as a result of solving issues

CRewarding learning, collaboration, sharing and improving.

DDeveloping a knowledge base on the experience of an individual

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Question: 2

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

AAllows customers to customize their user interface

BAllows customers the ability to collaborate

CAllows customers to customize reports and dashboards

DAllows customers to search a knowledge base.

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Question: 3

Which method can be used to route cases from social channels?

Ause Twitter-to-case and add workflow rules to the case object.

BEnable Social Customer Service and add assignment rules to the case object.

CEnable Social Network Profile and add workflow rules to the contact object.

DEnable Social Network Profile and add assignment rules to the case object.

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Question: 4

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

* Billing problems account for less than 5% of calls.

* Billing data is stored in an external system containing over 20 million records.

* Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

AUse Lightning Connect to connect and access data in real-time from the billing system.

BImport payment data into Salesforce and add to the contact page layout as a related list.

CCreate a Visualforce page that retrieves payment information via a Web Service call-out.

DCreate a custom tab of type URL that displays a search page from the billing system.

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Question: 5

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

AA sharing set to grant the Customer Community user access to records associated to their Contact record.

BAn organization-wide default of Public Read/Write on the Case object.

CA sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

DA sharing rule to ensure record access is granted based on criteria of the case.

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Salesforce ADX261 Quiz:7 Topic:8 Questions:31-35