Salesforce Service-Cloud-Consultant考證認證考試在競爭激烈的IT行業中越來越受歡迎，報名參加考試的人越來越多。但是它的難度並沒有減小，依然很難通過考試，畢竟這是個權威的檢驗電腦專業知識和資訊技術能力的考試。一般人為了通過Salesforce Service-Cloud-Consultant考證 認證考試都需要花費大量的時間和精力來復習備考。 不相信嗎？Goldmile-Infobiz的考古題就是這樣的資料。趕快試一下吧。 我們承諾，如果你使用了Goldmile-Infobiz的最新的Salesforce Service-Cloud-Consultant考證 認證考試練習題和答案卻考試失敗，Goldmile-Infobiz將會全額退款給你。
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Service-Cloud-Consultant PDF DEMO:
QUESTION NO: 1
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
A. Average handling time and first call resolution time
B. Agent skill-based routing and predictive dialer
C. Automatic call distributor and interactive voice response
D. Workforce management and customer satisfaction score
Answer: C
QUESTION NO: 2
Universal Containers wants to offer its customers interactive chat as well as Case processing.
The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
A. Live Agent
B. Case Assignment Rules
C. Process Builder Assignment
D. Omni Channel
Answer: D
QUESTION NO: 3
The Universal Containers' customer support organization has implemented Knowledge
Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
A. Measure and reward agents based on the number of new articles approved for publication.
B. Require agents to check a box on the case when submitting a new suggested article.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
QUESTION NO: 4
Which statements are true regarding a prebuilt Salesforce computer telephony integration
(CTI) adapter for different telephony systems? (Choose 2)
A. It is an intermediary between a telephony system and a Salesforce CRM call center user
B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
C. It utilizes the SoftPhone capability from within the Salesforce application
D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
QUESTION NO: 5
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
A. Customer Portal
B. Email to Case
C. Self Service Portal
D. Chatter feeds
Answer: D
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Updated: May 28, 2022