Salesforce CRT-261 Quiz 13 Topic 4 Questions 61-65

Question: 1

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

AReport on the articles followed in Chatter

BReport on agent ratings on articles

CReport on agent feedback on articles

DReport on the articles attached to cases

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Question: 2

Which native Service Cloud solution is used for case satisfaction surveys?

ACreate a Web-to-case form with a custom case type of survey

BEnable the case survey option on the case object

CEnable the case survey auto-response rule

DCheck the survey option in the case settings

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Question: 3

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

AImplement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

BConfigure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

CConfigure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

DIntegrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

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Question: 4

Which solution can be used to improve call deflection?

AKnowledge base

BCommunity forum

CAssignment rules

DWeb chat

ECase routing

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Question: 5

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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Salesforce CRT-261 Quiz:13 Topic:4 Questions:61-65