Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 40)

Question 191

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A.Create a Chatter group and invite the customer to join with an external chatter user.

B.Set up communication channel layouts in the object manager to use Insert Article into Social post.

C.Create a Visualforce page on the customer community portal.

D.Set up insert Article into Social post and enable the customer community portal.

Question 192

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

A.Number of knowledge articles in each data category.

B.Knowledge articles created by call center agents.

C.Knowledge articles with the lowest rating.

D.Knowledge search query with no results.

Question 193

Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A.Escalation rate

B.Average handle time

C.First contact resolution

D.Average speed to answer

Question 194

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.Workflow-driven outbound messaging

B.Visualforce page APEX SOAP async callout

C.RESTful services with GET, POST, or PUT

D.Schedule batch Apex processing job

Question 195

Which configuration item must be created when implementing Lightning Knowledge?

A.Article Types

B.Attachment Types

C.File Types

D.Record Types

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Question 191

Question 192

Question 193

Question 194

Question 195

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