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Service-Cloud-Consultant – Salesforce Certified Service cloud consultant (WI23)

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Showing 4–6 of 20 questions

Question 4

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?

Choose 3 answers

Select all that apply, then click Submit answer.

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    Attachments and .html files in Classic Knowledge are moved to the Files object.
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    Visualforce pages refer to Classic article types.
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    Each article must be associated to a record type.
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    Approval process history migrate to Lightning Knowledge.
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    Article numbers change during migration.
Question 5

A company has these requirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Select all that apply, then click Submit answer.

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    Route to agents with the most cases closed for that topic.
  • ○

    Route to agents staffing the assigned overflow queues.
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    Route to agents with the least amount of active assigned work.
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    Route to agents with the most capacity to take on new work.
Question 6

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Select all that apply, then click Submit answer.

  • ○

    Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
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    Create a central "Contact Us" page which provides access to all available channels.
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    Enforce that customers must search the knowledgebase before they can see the Contact Us page.
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    Optimize the customer community for mobile devices to have access to the same support as desktops.
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    Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.