A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
A. Last modified date and frequent search terms
B. Last modified date and number of recent article views
C. Original creation date and average rating of articles
D. Original creation date and total number of article views
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A. Open CTI
B. Macros
C. Local Presence
D. Lightning Dialer
Milestones can be added to which three Object types? Choose 3 answers
A. Entitlement
B. Work Order
C. Service
D. Case
E. Account
The Universal Container's customer support organization has implemented knowledge, 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. What could the company do to address this situation? (choose 2)
A. Require agents to check a box on case when submitting a new suggested article
B. Create a dashboard for articles submitted by agents & approved for publication
C. Measure & reward agents based on the # ofnew articles submitted for approval
D. Measure & reward agents based on the # of new articles approved for publication
What is the capability of case feed?
A. Add custom visual force pages to the case feed page layout.
B. Enable call control using the CTI case feed publisher.
C. Embed case feed functionality within a visual force page.
D. Switch from case feed to standard detail pages using a console component
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A. Map articles with HTML sections to rich text area fields
B. Use change sets to import data categories
C. Create a separate .csv for each article type
D. Use the data loader to import unstructured articles
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this. Which solution should a Consultant recommend?
A. RESTful services with GET, POST, or PUT
B. Workflow-driven outbound messaging
C. Schedule batch Apex processing job
D. Visualforce page APEX SOAP async callout
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work moreefficiently. Which two features requires Service Cloud?
A. Open multiple case records as tabs and sub tabs
B. Unique page layouts for each Case Record Type
C. Utility Bar
D. Access to Knowledge Articles
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI