Salesforce Service-Cloud-Consultant Quiz 7 Topic 8 Questions 31-35

Question: 1

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

AAdd the entitlements related list to contact records

BAdd the entitlement contacts related list to account records

CAdd the assets related list to contact records

DAdd the service contract related list to contact records

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Question: 2

Which native Service Cloud solution is used for case satisfaction surveys?

ACreate a Web-to-case form with a custom case type of survey

BEnable the case survey option on the case object

CEnable the case survey auto-response rule

DCheck the survey option in the case settings

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Question: 3

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

AImplement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

BConfigure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

CConfigure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

DIntegrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

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Question: 4

KCS (knowledge centered support) what is it? Choose 2 Answers

AStandard for managing customer support and delivery

BMethod for social media management

CShare knowledge with the business partners

DProcess for creating and maintaining knowledge

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Question: 5

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

AReport on the articles followed in Chatter

BReport on agent ratings on articles

CReport on agent feedback on articles

DReport on the articles attached to cases

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Salesforce Service-Cloud-Consultant Quiz:7 Topic:8 Questions:31-35