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Salesforce Service Cloud Administration Sample Questions (Q124-Q129):

NEW QUESTION # 124
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A. Assign team-based profiles to the associated product data category valueB. Assign team-based profiles to the associated product article typesC. Assign team-based roles to theassociated product article typesD. Assign team-based roles to the associated product data category value

Answer: D

NEW QUESTION # 125
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A. First contact resolutionB. Average handle timeC. Average speed to answerD. Escalation rate

Answer: A,B

NEW QUESTION # 126
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.B. Configure Success, Warning, and Violation Actions for Milestones.C. Create a Report of all active Entitlements grouped by Customers.D. Add the Entitlements related list to the Account Page Layout.

Answer: A,D

NEW QUESTION # 127
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?

A. Create multiple agent console applications and configure the Iayout based on the user's requirements.B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.D. Create case page layouts for each interaction channel and assign them to different agent profiles.

Answer: B

NEW QUESTION # 128
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A. Load all articles with the Apex data loader toolB. Create multiple CSV files, one for each article typeC. Create HTML files referencing image to be uploadedD. Match each new article to an existing article typeE. Create a single CSV file, including all article types

Answer: B,C,D

NEW QUESTION # 129
......

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