Salesforce Sales-Cloud-Consultant Quiz 78 Topic 4 Questions 386-390

Question: 1

Universal Containers wants to implement a Knowledge management process with the following requirements:

It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals.

It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products.

Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published.

Product content should only be visible internally to contact center agents who handle that product.

How should a consultant recommend that Knowledge be configured? Choose 3 answers

ADefine approval processes for each product.

BConfigure workflow rules for each data category.

CDefine approval processes for each article type.

DConfigure data category values for each product.

EConfigure article types for each kind of content.

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Question: 2

Universal Containers is looking to reduce the volume of calls into their Product Contact Center. Which three features should a Consultant recommend? Choose 3 answers

AChatter questions

BMacros

CCommunities

DField service

EPublic knowledge

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Question: 3

Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers

A.

ATo Display whether a case response complies with a customer's service level agreement.

BTo monitor the case escalation rule queue to confirm service levels are met.

CTo represent metrics such as first-response and resolution time on cases.

DTo identify the customer contact associated with a particular stage of a service contract.

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Question: 4

Which three processes are a use case for Visual Workflow? Choose 3 answers

AAssignment of email to a case queue based on subject.

BDecision-based troubleshooting for agents.

CCross-sell promotions for agents.

DField validation during case creation.

ECaller verification and creation of a new case.

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Question: 5

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working in 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

ASet up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls.

BSet up telephony integrations using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

CSet up IVR with an automated response for customers affected by the recall to deflect calls.

DSet up a customer survey for customers calling into identify the severity and impact of the recall.

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Salesforce Sales-Cloud-Consultant Quiz:78 Topic:4 Questions:386-390