Free Access Salesforce.Service-Cloud-Consultant.v2023-07-29.q164 Practice Test (Page 8)

Question 31

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A.Create a report that display the # of articles searched during the past 2 months

B.Report displays # of articles associated to data categories during past 2 months

C.Report that displays # of new articles created during the past 2 months

D.Report that displays # of cases with articles attached during the past 2 months

Question 32

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A.Approval of test scripts from the business lead

B.Fundcustomer approval on training materials

C.Verification that sample data has been loaded

D.Verification of the production migration checklist

Question 33

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A.Use an assignment rule to assign new cases to the product manager

B.Use an escalation rule to move cases into the product manager queue

C.Use a workflow rule to send an email to the product manager

D.Use Chatter case feed and case teams to monitor cases

Question 34

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A.Enable social profile and add assignment rules to the case object

B.Use Twitter-to-Case and add workflow rules to the case object

C.Use the routing queues provided with Salesforce for Twitterand Facebook

D.Enablesocial profile and add workflow rules to the contact object

Question 35

Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A.Email-to-Case

B.On-Demand Email-to-Case

C.web-to-Case

D.An AppExchange package

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