QUESTION: 57

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.
Configure Omni-Channel Routing Model as Most Available.
Configure Case Assignment Rules to use Users.
Configure Omni-Channel Routing Model as Least Active.

Answer(s): B

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QUESTION: 58

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

Approval Process that assigns an Article to a Reviewer Queue.
Knowledge Action to Publish an Article once the Article is approved.
Validation Rules for article record types to verify all fields during creation.
Data Category to assign an article record type to a Reviewer.

Answer(s): A,D

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QUESTION: 59

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the consultant suggest?

On-Demand Email-to-case
Standard email to case
Web to case forms
Omni channel routing

Answer(s): A

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QUESTION: 60

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

All open Cases by Priority
All open cases by Channel
All Cases closed Month-to-date
Case resolution time
All Cases by Customer

Answer(s): A,B,D

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QUESTION: 60