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Salesforce Service Cloud Administration Sample Questions (Q346-Q351):
NEW QUESTION # 346
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Automatic call distributor and interactive voice response
- B. Workforce management and customer satisfaction score
- C. Average handling time and first call resolution time
- D. Agent skill-based routing and predictive dialer
Answer: A
NEW QUESTION # 347
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Customer Community
- B. Embedded Chat Service
- C. Case Assignment Rules
- D. Web-to-Case
Answer: B
NEW QUESTION # 348
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Use Process Builder with Scheduled Actions
- B. Define Entitlement andMilestones.
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: B
NEW QUESTION # 349
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRsare closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Visibility and access to the RMA and FSR records
- B. Average incoming casevolume
- C. RMA and FSR escalation requirements
- D. Case closure rules on the original case
- E. Relationship to the primary contact
Answer: A,C,D
NEW QUESTION # 350
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Lightning Platform
- B. Kanban
- C. Agile
- D. Waterfall
Answer: C
NEW QUESTION # 351
......
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