Free Access Salesforce.Service-Cloud-Consultant.v2021-11-08.q122 Practice Test (Page 26)

Question 121

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

A.Deliver training on case handling for contingent staff.

B.Disable the Interactive Voice Response (IVR) system.

C.Monitor service level agreements (SLAs) and notify customers.

D.Route cases to agents in an alternate center.

E.Update the case status field values.

Question 122

Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

A.Create three data categories for each product area (Personal Banking, Mortgage, CD).

B.Create two article types to display information (Question/Answer, Product Info).

C.Create two data categories to display information (Question/Answer,Product Info).

D.Create three article types for each product area (Personal Banking, Mortgage, CD).

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Question 121

Question 122

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