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NEW QUESTION 30
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of successful keyword searches.
- B. Number of Chatter files attached to cases.
- C. Number of content packs attached to cases.
- D. Number of published article views.
- E. Number of articles associated to cases.
Answer: A,B,E
NEW QUESTION 31
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Add the Submit Feedback buttonon the Solutions tab.
- C. Add the Submit Feedback button to articles.
- D. Allow agents to create Knowledge articles when closing a case.
Answer: D
NEW QUESTION 32
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?
- A. Customer Community
- B. Partner Community
- C. Employee Community
- D. Sites
Answer: A
NEW QUESTION 33
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the SocialCustomer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Retrieve Social Studiocredentials.
- B. Select two Twitter or Facebook accounts.
- C. Create and assign permission sets to give agents social account access.
- D. Enable the Moderation feature to automatically create cases from posts.
Answer: C,D
NEW QUESTION 34
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Standard Email-to-Case
- B. Web-to-Case forms
- C. Omni-Channel routing
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION 35
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