Salesforce ADX261 Quiz 16 Topic 9 Questions 76-80

Question: 1

What are two benefits of deploying Knowledge in Customer Communities?

AReduces incoming call volume

BReplaces the need for an email channel

CEliminates tracking of customer entitlements

DUncovers gap in the knowledge base

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Question: 2

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

AImplement a customer self-service portal

BEnable agents to transfer calls to other agents

CCross-train agents on both product lines

DPrioritize customer calls based on their SLA

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Question: 3

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

AForce.com Sites with Knowledge and Email-to-Case

BVisualforce and Self-Service Portal

CForce.com Sites with Knowledge and Web-to-Case

DForce.com Sites and High-Volume Customer Portal

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Question: 4

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

AAn outbound message to a middleware platform to provide map details

BA mashup integration on the Account page to a third-party mapping service

CA Web Service call-out that retrieves map details from the backend system

DA custom tab of type URL that displays a map image of customer location

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Question: 5

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

ABuild a repository of Knowledge articles related to integration and share it with the customer.

BEnable Chatter case feed and add product development team members to the case team.

CCreate a related child case and assign the child case to the product development team.

DCreate a private Chatter group with customers and invite key individuals to join the group.

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Salesforce ADX261 Quiz:16 Topic:9 Questions:76-80