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

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Showing 19–20 of 20 questions

Question 19

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

Select an option, then click Submit answer.

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    Create a custom list view for cases, contacts, and orders and pin them to the side bar.
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    Enable the "Access Recent Items" user permission on the user profiles.
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    Enable the "History" component within the Salesforce Console for Service.
  • ○

    Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
Question 20

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Select an option, then click Submit answer.

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    Enable social profile and add workflow rules to the contact object
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    Use Twitter-to-Case and add workflow rules to the case object
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    Enable social profile and add assignment rules to the case object
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    Use the routing queues provided with Salesforce for Twitter and Facebook