Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 41)

Question 196

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A.Validation Rules for article record types to verify all fields during creation.

B.Data Category to assign an article record type to a Reviewer.

C.Knowledge Action to Publish an Article once the Article is approved.

D.Approval Process that assigns an Article to a Reviewer Queue.

Question 197

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.

A.Number of attempts to contact

B.Number of outbound calls per day

C.Number of lead referrals

D.Number of closed cases

Question 198

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A.Average queue time per agent

B.Opportunities per channel

C.Cost per call

D.Number of leads created

E.Number of sales queues

Question 199

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A.Configure Lightning Guided Engagement.

B.Customize the Pre-chat form.

C.Customize the Lightning Console chat page.

D.Configure a Live Chat Validation Rule.

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Question 196

Question 197

Question 198

Question 199

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