QUESTION: 17

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.
Send out a monthly survey to customers requesting feedback.
Install Knowledge Base Dashboards and Reports AppExchange package.
Create a group of super users that will evaluate and manage articles.

Answer(s): C

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QUESTION: 18

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Create a central "Contact Us" page which provides access to all available channels.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Optimize the customer community for mobile devices to have access to the same support as desktops.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Answer(s): B,C,D

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QUESTION: 19

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?