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92% Same Questions
Viewing page 11 out of 11 pages
Viewing questions 101-110 out of questions
Questions # 101:

What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge? (Choose 2)

Options:

A.

Numberof cases escalated by agent

B.

Number of articles created by agent

C.

Number of articles attached to a case

D.

Number of solutions created by agent

Questions # 102:

A case has not been closed even after 30 days, but those cases canbe closed in 7 days. What should the consultant do toovercome this? choose 2 options

Options:

A.

Use auto response rule to send an email

B.

Use escalation rule to send an email

C.

Supervisors to investigate those cases

D.

Identify those cases and assign to the closure team

Questions # 103:

A Global company requires public documents to betranslated into multiple languages.

Which implementation should the consultant recommend?

Options:

A.

Lightning Knowledge

B.

Classic Knowledge

C.

Salesforce Content

D.

Salesforce Files

Questions # 104:

What are two design considerations for a Live Agent implementation? Choose 2 answers

Options:

A.

Chat Visitor Browser

B.

Chat Window Title

C.

ChatCharacter Limit

D.

Idle Connection Timeout

Questions # 105:

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

Which solution should be implemented to support this?

Options:

A.

Omni-Channel

B.

Case Auto-Response Rules

C.

Visual Workflow

D.

Case Assignment Rules

Questions # 106:

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

Options:

A.

Use an escalation rule to move cases into the product manager queue

B.

Use Chatter case feed and case teams to monitor cases

C.

Use anassignment rule to assign new cases to the product manager

D.

Use a workflow rule to send an email to the product manager

Viewing page 11 out of 11 pages
Viewing questions 101-110 out of questions
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