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NEW QUESTION 41
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Automatic call distributionB. Service cloud consoleC. Knowledge baseD. Customer community

Answer: C,D

 

NEW QUESTION 42
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. All Cases closed Month-to-dateB. All open Cases by PriorityC. Case resolution timeD. All Cases by CustomerE. All open cases by Channel

Answer: B,C,E

 

NEW QUESTION 43
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A. Set up insert Article into Social post and enable the customer community portal.B. Create a Chatter group and invite the customer to join with an external chatter user.C. Set up communication channel layouts in the object manager to use Insert Article into Social post.D. Create a Visualforce page on the customer community portal.

Answer: A

 

NEW QUESTION 44
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

A. Mass Transfer RecordsB. Data LoaderC. Manual configurationD. Change Sets

Answer: D

 

NEW QUESTION 45
Which search mechanism should be used to find case comments from within the lightning service console?

A. Comments list viewB. Global searchC. Comment search componentD. Search utility component

Answer: B

 

NEW QUESTION 46
......

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