Salesforce Service-Cloud-Consultant Quiz 40 Topic 1 Questions 196-200

Question: 1

Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.

How should this be accomplished?

AEnable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

BBuild a customer visual force page with the list view and assign it to the console sidebar.

CConfigure the case list under custom console components so users can view the list view along with the case view

DRecommend opening the case list view in a separate browser tab and use the window alongside the case view

Show Answer

Question: 2

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.

Which method should a consultant recommend for importing this data into universal containers service cloud instance

ABulk Data Transfer API

BJava Language Specific Toolkit

CData Integration via SOAP API

DCloud-to-Cloud Integration Toolkit

Show Answer

Question: 3

A Global company requires public documents to be translated into multiple languages.

Which implementation should the consultant recommend?

ALightning Knowledge

BClassic Knowledge

CSalesforce Content

DSalesforce Files

Show Answer

Question: 4

Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

ANumber of Closed cases on first call

BAverage Number of days to close cases

CNumber of open cases per day

DNumber of cases escalated

ENumber of new customers added

Show Answer

Question: 5

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

AAssign user to public group with access to the service console app

BAssign users a permission with access to the service console app

CAssign users a sharing rule with access to the service console app

DAssign users a profile with access to the service console app

Show Answer

Salesforce Service-Cloud-Consultant Quiz:40 Topic:1 Questions:196-200