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Question 16/148
What are two benefits of deploying Knowledge in Customer Communities?
Correct Answer: A,B
- Question List (148q)
- Question 1: UC's service center needs to provide support for a new produ...
- Question 2: Universal Containers (UC) is currently live with Sales Cloud...
- 8 commentQuestion 3: Which two configuration steps are required before quick acti...
- Question 4: Universal Containers is planning to provide different levels...
- Question 5: A client's Support Call Center has seen an increase in call ...
- 1 commentQuestion 6: When support agents are working on a case, the support manag...
- 6 commentQuestion 7: Universal Containers provides Customer Support for two separ...
- Question 8: Which feature should a Consultant recommend to allow a Tier ...
- Question 9: What are three best practices that should be used when deplo...
- Question 10: Universal Containers is implementing a call center using CTI...
- 4 commentQuestion 11: Universal Containers has activated Email-to-Case functionali...
- Question 12: Universal Containers is migrating from Classic Knowledge to ...
- Question 13: A contact center manager wants to measure improvements to op...
- Question 14: At Universal Containers, a support agent dedicated to one cu...
- Question 15: Universal Containers requires a scheduling solution that wil...
- 4 commentQuestion 16: What are two benefits of deploying Knowledge in Customer Com...
- Question 17: Universal Containers (UC) created a new mobile app that enab...
- Question 18: UC has a three-tiered contact center. Cases are routed to Ti...
- 1 commentQuestion 19: Which Statement is true regarding Salesforce Chatter Answers...
- Question 20: Universal Containers, a new Salesforce customer, needs its m...
- Question 21: Universal Containers wants to display a list of open cases, ...
- Question 22: Universal Containers assigns its contact center agents to ce...
- 3 commentQuestion 23: Universal containers is looking for ways to provide more pro...
- Question 24: Universal Containers has an upcoming maintenance window wher...
- 1 commentQuestion 25: Universal Containers has completed development and testing o...
- 3 commentQuestion 26: When a Self Service Portal User adds a Case Comment the foll...
- 5 commentQuestion 27: Universal Containers has tested skills-based routing in a sa...
- Question 28: Universal Containers (UC) needs to invoke a process on an ex...
- Question 29: The Universal Containers support center management team woul...
- 4 commentQuestion 30: What are three considerations when adding a report chart to ...
- Question 31: Universal Containers wants to implement a new web presence t...
- Question 32: Universal Containers requires that a case is logged for ever...
- 1 commentQuestion 33: Universal Containers wants to monitor customers' social medi...
- Question 34: Universal Containers uses Live Agent to interact with custom...
- Question 35: Universal Containers is bringing a new division under their ...
- Question 36: Universal Containers wants to track customer satisfaction (C...
- Question 37: Which two solutions can be used to enable agents to manage m...
- 1 commentQuestion 38: Universal containers is trying to reduce the amount of time ...
- Question 39: You're working on a sales presentation for your customer - u...
- 2 commentQuestion 40: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 41: A Knowledge administrator has created an article for a promo...
- 5 commentQuestion 42: Which three are characteristics of Visual Workflow? Choose 3...
- 1 commentQuestion 43: Universal Containers analyzes key performance indicators (KP...
- Question 44: The contact center manager at Universal Containers is concer...
- Question 45: If you delete a case, which two also get deleted? (Choose tw...
- Question 46: SLA says agent must respond within one hour, or if marked "u...
- Question 47: Universal Containers wants to implement Omni Channel within ...
- 3 commentQuestion 48: Universal Containers Call Center Agents have limited visibil...
- 3 commentQuestion 49: What process is a use case for Visual workflow? Choose 3 ans...
- Question 50: A customer utilizes a high-volume Service Cloud portal for i...
- Question 51: Universal Containers wants to import an external knowledge b...
- 1 commentQuestion 52: Customer Support Agents are frustrated with how they interac...
- Question 53: Universal container support manager wants to share product s...
- Question 54: Universal Containers email policy requires that all email tr...
- Question 55: Which Service Cloud tool requires the least agent involvemen...
- Question 56: Universal containers is implementing salesforce knowledge an...
- 6 commentQuestion 57: Contact Center management must be notified whenever an Open ...
- Question 58: Universal Containers wants to reduce the clicks a Customer S...
- Question 59: A customer has recently implemented an on-premise telephony ...
- Question 60: How is the hash mark (e.g., #salesforce) used in chatter?...
- 6 commentQuestion 61: Which statement is true regarding the Salesforce CTI adapter...
- Question 62: Support process: escalation queue if not responded in 2 hour...
- 3 commentQuestion 63: Universal Containers has recently implemented a Customer Com...
- 2 commentQuestion 64: Ursa Major Solar cells highly technical products that requir...
- Question 65: Universal Containers wants to shorten the average call time ...
- Question 66: Universal Containers wants to help customers resolve issues ...
- Question 67: All of the following objects may have a queue EXCEPT:...
- Question 68: Universal Containers wants to unify channels and manage agen...
- Question 69: UC has two customer service contact centers and each focuses...
- Question 70: A report shows average time spent by agents to resolve cases...
- 2 commentQuestion 71: Universal Containers recently rolled out a Salesforce Knowle...
- 2 commentQuestion 72: Universal Container wants to measure the efficient of its Co...
- 1 commentQuestion 73: A recent review of customer satisfaction surveys revealed th...
- Question 74: The contact center at Universal Containers offers support th...
- 2 commentQuestion 75: Universal Containers has an active presence on Twitter and F...
- 2 commentQuestion 76: A Service Manager has recently implemented Salesforce Knowle...
- Question 77: What are two design considerations for a Live Agent implemen...
- 2 commentQuestion 78: Universal Containers requires that users have the ability to...
- Question 79: Universal Containers is preparing to implement Service Cloud...
- 3 commentQuestion 80: Customer support agents want the ability to view customer re...
- Question 81: Universal Containers wants to automate case management for t...
- 2 commentQuestion 82: Universal Containers (UC) hired in an expansion of the conta...
- 3 commentQuestion 83: Which three features should a Consultant recommend to allow ...
- Question 84: A recent survey at Cloud Kicks (CK) shows a decrease in cust...
- 3 commentQuestion 85: The Universal Containers' customer support organization has ...
- 1 commentQuestion 86: The support manager at universal containers has noticed an i...
- Question 87: Open CTI allows Advanced Administrators and Developers to em...
- Question 88: Which task should be included in a business continuity plan ...
- 2 commentQuestion 89: A case has not been closed even after 30 days, but those cas...
- Question 90: Universal Containers is exploring ways to provide its custom...
- Question 91: UC wants to reduce incoming support phone call volume. What ...
- 2 commentQuestion 92: Which three processes are uses case for Visual Workflow? Cho...
- 2 commentQuestion 93: Due to a recent product recall, Universal Containers has exp...
- 3 commentQuestion 94: Universal containers is migrating from a legacy system to th...
- Question 95: Universal Containers has implemented KCS. Specific article t...
- 4 commentQuestion 96: Universal Containers plans to migrate its existing knowledge...
- 2 commentQuestion 97: Universal Containers is implementing a Knowledge Base and wa...
- 2 commentQuestion 98: Universal Containers needs to ensure it is staffing enough a...
- Question 99: Universal Containers (UC) added a channel to the Service Clo...
- 2 commentQuestion 100: Which of the following utilize the "Automated Case User" (Ch...
- Question 101: Universal Containers wants to maintain Service Level Agreeme...
- 5 commentQuestion 102: What is a common deflection technique to reduce the number o...
- Question 103: Universal Containers' customer service technicians need to a...
- 3 commentQuestion 104: Which two solutions should Universal Containers consider to ...
- 1 commentQuestion 105: Universal Containers wants to deploy Live Agent as a new sup...
- Question 106: Universal containers uses social media to monitor new trends...
- 1 commentQuestion 107: Which technology will allow a client to enable ideas on a pu...
- Question 108: Universal Health supports medical kits that have been distri...
- Question 109: Universal containers want to identify potential delays in th...
- 1 commentQuestion 110: Universal Containers needs to provide contact center agents ...
- 2 commentQuestion 111: Universal Containers has a service level agreement (SLA) wit...
- Question 112: Universal Containers wants to provide its five million custo...
- 2 commentQuestion 113: Universal Containers is implementing a CTI solution for its ...
- Question 114: Universal Containers has created Permission Sets granting ac...
- Question 115: What are some uses of www.trust.salesforce.com in business c...
- 4 commentQuestion 116: UC is initiating a program to improve customer satisfaction....
- Question 117: Universal Containers wants to implement Knowledge to assist ...
- 1 commentQuestion 118: Universal Containers has four internal divisions that use Sa...
- Question 119: A consultant has been hired to integrate a client's phone sy...
- Question 120: UC is concerned with system performance in its contact cente...
- Question 121: Universal Containers has implemented Service Cloud in its ca...
- Question 122: The Universal Containers sales team has been so successful i...
- Question 123: A support agent has a detailed question about product functi...
- 4 commentQuestion 124: Universal Containers wants to provide its customers with mor...
- Question 125: Universal containers is in the process of setting up a busin...
- Question 126: A company has these requirements for dealing with Cases: - H...
- Question 127: Universal Containers would like to implement Omni Channel wi...
- Question 128: The VP of Service at Universal Containers wants to make it e...
- Question 129: What is a recommended way to migrate data from an external s...
- 2 commentQuestion 130: Which system would a contact center integrate with in order ...
- 3 commentQuestion 131: Solution for 15+ MB attachments, 10,000 email cases and 3,00...
- Question 132: Universal Containers support manager wants to share product-...
- Question 133: Which method can be used to route cases from social channels...
- Question 134: Which application will allow a client to enable Ideas on a p...
- Question 135: A Contact Center Manager is implementing a new customer care...
- 4 commentQuestion 136: What are benefits of deploying Knowledge in a high volume Se...
- 2 commentQuestion 137: A customer-submitted case is routed to a service desk agent ...
- Question 138: Which document should be created to support the initial plan...
- Question 139: Agents at Universal Containers are required to update the ca...
- 1 commentQuestion 140: Which case submission process leverages Apex email services?...
- Question 141: Using Import Wizard, how many Asset records can you import a...
- Question 142: Universal Containers' agents often need to access the same c...
- Question 143: What method can NOT be leveraged to capture Cases in additio...
- Question 144: A company frequently has issues with customers that need com...
- Question 145: Universal containers contact center is experiencing increase...
- Question 146: A service manager has just configured chat at a company site...
- 4 commentQuestion 147: Universal Containers plans to migrate its existing knowledge...
- 2 commentQuestion 148: Universal Containers wants to create a process to verify tha...
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Recent Comments (The most recent comments are at the top.)
You'd get fired if you implemented KB so you wouldn't need an email channel. It's B/D
Q 136 is the same, and answers are B&D !
Answer A looks false, Knowedge in Customer communities is unsufficient to replace the mail channel
B & D