Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep. What should a consultant recommend?
A. Organize up to 200 categories in each category group.
B. Consolidate into 3 or fewer category groups.
C. Reorganize Into a hierarchy with 6 or fewer levels.
D. Assign up to 10 data categories per category group to each article.
Universal containers wants to unify channels and manage agent workload with omni- channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel?
A. Create SF cases to have omni channel enabled
B. create the necessary objects in SF
C. customize service channel settings to define how the org receives work various sources
D. From setup select omnichannel and select enable omni channel
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement?
A. Article Translation
B. Data Category Groups
C. Chatter Answers
D. Data Category Visibility
Explanation:
Data Category Groups are the recommended method to meet the requirement of allowing
users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business. Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them.
Verified References: Service Cloud Consultant Certification Guide & Tips, Data Categories Overview
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should be asked to determine the preferred solution?
A. Do multiple versions of the entitlements need to be created and maintained?
B. It support provoded on a periodic basis and renewed annually?
C. Do Service Agents need to determine whether a customer is eligible for support?
D. Will customers access selft service resources through Experince Cloud?
Explanation:
This is the question that should be asked to determine the preferred solution, because it
indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only.
Verified References: : Service Contracts and Entitlements
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. What solution should the consultant recommend to meet this request?
A. Create a Customer Experience Cloud site.
B. Implement Recommended Articles.
C. Configure Web-to-Case.
D. Deploy a Partner Central Community.
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Ask sales reps to respond to support Cases
Explanation:
Adding more support phone lines is a solution that can address the problem of the support
team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction.
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
A. Filter the views by case owner.
B. Restrict visibility of the views.
C. Reduce the number of fields displayed.
D. Remove filter criteria from the views.
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Upcoming Milestones for the Case's Entitlement
B. Internal Chatter posts about the Case
C. Knowledge articles suggested by Einstein
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
A. Service requests are assigned to a quruc where the technician can accept it.
B. Service requests are scheduled using Salesforce Field Service.
C. Service requests are asstgred to the technician using Omnt-Channel.
D. Service requests art assigned by the support reps to trie technician
Explanation:
Scheduling service requests using Salesforce Field Service is a solution that can ensure
the repairs are completed in a timely manner by technicians with the appropriate skill set. Salesforce Field Service is a feature that allows administrators to manage the entire service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce Field Service can help assign service requests to the best available technicians based on their skills, location, availability, and priority, as well as optimize the routes and travel time for technicians.
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple. How should the consultant recommend an agent launch a swarm?
A. Dynamic Form
B. Apex Trigger
C. Quick Action
D. Scheduled flow
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