Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 36)

Question 171

You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

A.Deletes posts

B.Tag another chatter user

C.Returns a link that returns a post with the same reference

Question 172

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B.It does NOT require a software install for each call center user on a Windows-based PC.

C.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

D.It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

E.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Question 173

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.The specific Quick Action must be added to the Case record page.

B.Quick Actions must be enabled in the org.

C.Global Actions need to be on the publisher layout.

D.The specific Quick Action must be added to the CaseFeed.

Question 174

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A.Allow agents to create Knowledge articles when closing a case.

B.Require agents to create Knowledge articles when opening a case.

C.Add the Submit Feedback buttonon the Solutions tab.

D.Add the Submit Feedback button to articles.

Question 175

What is a benefit of a customer community? Choose 2 answers.

A.Enables customers to log inquires without contacting an agent

B.Reduces incoming call volume

C.Eliminates the need for support agents

D.Eliminates the need to track service level agreements

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Question 171

Question 172

Question 173

Question 174

Question 175

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