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Salesforce Service Cloud Administration Sample Questions (Q355-Q360):

NEW QUESTION # 355
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A. Hire contact center representatives that specialize in each of the product categories.
B. Makeknowledge base articles and community answers accessible on its website.
C. Redirect users from the company site to social media forums about the products.
D. Make contact center representatives accessible 24/7 to distribute the call volume.

Answer: B

NEW QUESTION # 356
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. Result may be slow when searching for records
B. The Salesforce org may be slow during the data import
C. Salesforce reporting speed may be affected
D. Related lists on the case object may be slow to populate

Answer: A,C

NEW QUESTION # 357
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A. Enable web -to -case on their public website.
B. Enable Live Agent in their community to chat with an agent.
C. Use a community template to set up their customer community.
D. Add the Question action to Chatter in the community publisher.

Answer: C,D

NEW QUESTION # 358
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 closed cases
B. Number of attempts to contact
C. Number of outbound calls per day
D. Number of lead referrals

Answer: B,C

NEW QUESTION # 359
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text
B. Enable the support setting for default email templates
C. Implement Email-To-Case
D. Implement Macros
E. Enable the Support Process for default email templates

Answer: A,B,D

NEW QUESTION # 360
......

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Sean Wright Sean Wright

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