Salesforce Service-Cloud-Consultant Quiz 18 Topic 2 Questions 86-90

Question: 1

What statement is true about the Salesforce Knowledge article lifecycle?

AApproval process CANNOT allow publishing of articles that have specific validation statuses

BArticle permission sets allow agents to participate in the article publishing process

CArticles CANNOT be published until they are reviewed and validated by a qualified author

DKnowledge uses public groups as a way to assign users to specific tasks related to articles

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Question: 2

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze?

Choose 2 answers

AHigh priority cases opened by account month-to-date

BTime spent by account year-to-date

CEscalated cases by account month-to-date

DNew cases opened by account channel

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Question: 3

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

AGrant managers the Manage Salesforce Knowledge permission.

BCreate at least two different data categories.

CCreate at least two different article types.

DCreate at least two different approval processes.

EGrant managers the Manage Data Categories permission.

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Question: 4

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 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 defect call.

BSet up telephony integration 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 defect calls.

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

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Question: 5

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

APartial Copy Sandbox

BAdministrator Sandbox

CDeveloper Pro Sandbox

DFull Sandbox

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Salesforce Service-Cloud-Consultant Quiz:18 Topic:2 Questions:86-90