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Salesforce Administer and Maintain Service Cloud Sample Questions (Q128-Q133):
NEW QUESTION # 128
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of IVR inquiries without agent involvement.
- B. Number of cases created - - Site by month
- C. Number of cases closed by a self-service user
- D. Average call handle time by team.
Answer: B,C
NEW QUESTION # 129
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. On-demand email to case
- B. An email to case inquiry
- C. While holding for a support agent
- D. Web-to-case question
Answer: B
NEW QUESTION # 130
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Case Auto-Response
- B. Chat
- C. Escalation Rules
- D. Facebook Messaging
Answer: A,B
NEW QUESTION # 131
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Lightning Row for Service
- C. Interaction Log
- D. Lightning Process Builder
Answer: B,C
NEW QUESTION # 132
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Number of cases created using Communities by month.
- C. Number of Knowledge articles created each month.
- D. Average call handle time by team.
Answer: A,B
NEW QUESTION # 133
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