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Download Certification Preparation for Service Cloud Consultant Exam Dumps
NEW QUESTION 36
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge tab to the Service Console.
- B. Add the Knowledge related list to the Case record page.
- C. Add Knowledge Data Categories to each Case.
- D. Add the Knowledge Component to the Case record page.
Answer: D
NEW QUESTION 37
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure data category values for each product
- B. Define approval processes for each product
- C. Configure article types for each kind of content
- D. Configure workflow rules for each data category
- E. Define approval processes for each article type
Answer: A,C,D
NEW QUESTION 38
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article customization for open cases.
- B. Enable article submission during case close.
- C. Create an email template to send articles as PDF attachments.
- D. Enable suggested articles on new cases.
- E. Enable agents to create their own personal articles.
Answer: B,C,D
NEW QUESTION 39
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Set up analytical snapshots to capture key case information and create historical trending reports.
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: C,D
NEW QUESTION 40
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