Salesforce Service-Cloud-Consultant Quiz 47 Topic 4 Questions 231-235

Question: 1

For which purpose should a contact center use visual workflow?

ATo escalate a case to the support manager if it has been open for more than 72 hours.

BTo automatically assign cases to a specific queue based on the customer support level.

CTo assign follow-up tasks to an agent one week after a case is closed.

DTo automate business processes for agents who troubleshoot customer support issues via phone.

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Question: 2

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

ARequire agents to check a box on case when submitting a new suggested article

BCreate a dashboard for articles submitted by agents & approved for publication

CMeasure & reward agents based on the # of new articles submitted for approval

DMeasure & reward agents based on the # of new articles approved for publication

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Question: 3

UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

AData loader, change sets, and Force.com Excel Connector

BForce.com migration tool, Force.com IDE, and change sets

CVisual Workflow, data loader, and Force.com IDE

DMass Transfer Records, change sets, and Force.com migration tool

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Question: 4

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

AEnable social profile and add workflow rules to the contact object

BUse Twitter-to-Case and add workflow rules to the case object

CEnable social profile and add assignment rules to the case object

DUse the routing queues provided with Salesforce for Twitter and Facebook

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Question: 5

UC is in the process of implementing Service Cloud. In which order should the data be migrated?

AUsers, accounts, contacts, cases

BAccounts, contacts, cases, users

CUsers, contacts, accounts, cases

DAccounts cases, users, contacts

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Salesforce Service-Cloud-Consultant Quiz:47 Topic:4 Questions:231-235