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Salesforce Administer and Maintain Service Cloud Sample Questions (Q128-Q133):

NEW QUESTION # 128
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Customer community
B. Service cloud console
C. Knowledge base
D. Automatic call distribution

Answer: A,C

NEW QUESTION # 129
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

A. Apex Trigger
B. Smart Links
C. Article Translation
D. Approval Process

Answer: B

NEW QUESTION # 130
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

A. create a data category for each product assign data categories to service agents.
B. Create a page layout for each record type ;assign layouts to servce agents
C. Crreate an article action for each record type;assign record types to service agents
D. Create a permission set for each record type ;assignpermisisons to service agents

Answer: A

NEW QUESTION # 131
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of Knowledge articles created each month.
B. Number of cases created using Communities by month.
C. Number of cases closed by self-service users.
D. Average call handle time by team.

Answer: B,C

NEW QUESTION # 132
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Case Assignment Rules
B. Customer Community
C. Embedded Chat Service
D. Web-to-Case

Answer: C

NEW QUESTION # 133
......

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