Free Access Salesforce.Service-Cloud-Consultant.v2023-07-29.q164 Practice Test (Page 7)

Question 26

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

A.Create a dashboard for articles submitted by agents & approved for publication

B.Measure & reward agents based on the # of new articles submitted for approval

C.Require agents to check a box on case when submitting a new suggested article

D.Measure & reward agents based on the # of new articles approved for publication

Question 27

Universal Containers provides Customer Support for two separate business operations. The cases managed for
each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A.Page Layouts

B.Record Types

C.Support Processes

D.Omni-Channel

E.Article Types

Question 28

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

A.Service Cloud Voice with Tele-pay

B.Field Service with Integrated Payments

C.Experience Cloud with Customer Account Portal template

D.Einstein Bots with Credit Card Payments

Question 29

Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?

A.Create a daily snapshot report of all cases and calculate percentage of escalated cases

B.Create a case report with a custom summary formula to calculate the percentage of escalated cases

C.Create a bucket field on a report to calculate the percentage of escalated cases

D.Create a formula field on the case record to calculate percentage of escalated cases

Question 30

A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A.Original creation date and average rating of articles

B.Last modified date and number of recent article views

C.Original creation date and total number of article views

D.Last modified date and frequent search terms

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