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Salesforce Service Cloud Administration Sample Questions (Q340-Q345):
NEW QUESTION # 340
Universal Containers wants articles to besuggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar setting in the case support settings.
- B. Create a Visualforce page called Knowledge sidebar on the case page layout.
- C. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar related list on the case page layout.
Answer: B
NEW QUESTION # 341
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 inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Visual Workflow
- C. Case Assignment Rules
- D. Case Auto-Response Rules
Answer: A
NEW QUESTION # 342
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Creating content as a result of solving issues
- B. Evolving content-based product lifecycles
- C. Developing a knowledge base on the experience of an individual
- D. Rewarding learning, collaboration, sharing and improving.
Answer: A,D
NEW QUESTION # 343
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Create a workflow rule to update the article status to Published on the article start date.
Answer: B
NEW QUESTION # 344
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Create Knowledge Articles and publish internally and publicly.
- B. Create a dashboard to track and manage call volumes by type.
- C. Configure IVR routing to bypass Tier 1 for the product line.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: A
NEW QUESTION # 345
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