Salesforce Sales-Cloud-Consultant Quiz 113 Topic 4 Questions 561-565

Question: 1

When the billing address on an account is changed, the mailing address of all related contact records should be updated to reflect the new address. How can this requirement be met?

ACreate a workflow rule on accounts.

BCreate a workflow rule on contacts.

CCreate a Force.com trigger on accounts.

DCreate a Force.com trigger on contacts.

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Question: 2

Universal Containers is using Salesforce and has set up a private sharing model. Sam is a sales executive who reports to John, a sales manager. Sam has ownership of the ABC Company account record and has created an opportunity for ABC Company. There is a sharing rule that allows the finance team to see all accounts and opportunities. Which statement is about data visibility is true?

AJohn and Sam can see all of the same data

BJohn can see all of Sam's data

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Question: 3

Which task should be included in a business continuity plan for a contact center? (There are three correct answers.)

ARoute cases to agents in an alternate center.

BDisable the Interactive Voice Response (IVR) system.

CDeliver training on case handling for contingent staff.

DUpdate the case status field values.

EMonitor service level agreements (SLAs) and notify customers.

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Question: 4

Universal Containers plans to deploy the new Service Cloud console to its support team. Which steps should be considered in deployment? (There are three correct answers.)

ACustomize highlight panels for all objects.

BSet up interaction logs and assign them to user profiles.

CAssign users the Service Cloud User feature license.

DSet up users and assign them to a queue.

ECustomize case list views.

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Question: 5

Which metric influences customer satisfaction? Choose 2 answers:

AFirst call resolution

BCost per call

CAfter call work

DCall quality

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Salesforce Sales-Cloud-Consultant Quiz:113 Topic:4 Questions:561-565