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

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Showing 10–12 of 20 questions

Question 10

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Select all that apply, then click Submit answer.

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    Set up Milestones.
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    Enable Work Orders.
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    Create an Entitlement Process.
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    Configure Service Contracts.
Question 11

What statement is true about the Salesforce Knowledge article lifecycle?

Select an option, then click Submit answer.

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    Approval process CANNOT allow publishing of articles that have specific validation statuses
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    Article permission sets allow agents to participate in the article publishing process
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    Articles CANNOT be published until they are reviewed and validated by a qualified author
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    Knowledge uses public groups as a way to assign users to specific tasks related to articles
Question 12

For which purpose should a contact center use visual workflow?

Select an option, then click Submit answer.

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    To escalate a case to the support manager if it has been open for more than 72 hours.
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    To automatically assign cases to a specific queue based on the customer support level.
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    To assign follow-up tasks to an agent one week after a case is closed.
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    To automate business processes for agents who troubleshoot customer support issues via phone.