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Service-Cloud-Consultant Practice Questions

Service-Cloud-Consultant Practice Questions

Question# 1

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?

Question# 2

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same - day customer assistance. What should a consultant recommend to address this problem?

Question# 3

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

Question# 4

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Question# 5

Which three are characteristics of Visual Workflow? Choose 3 answers

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Service-Cloud-Consultant Practice Questions

Service-Cloud-Consultant Practice Questions

Question# 1

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?

Question# 2

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same - day customer assistance. What should a consultant recommend to address this problem?

Question# 3

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

Question# 4

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Question# 5

Which three are characteristics of Visual Workflow? Choose 3 answers

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