QUESTION: 25

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

Add the Knowledge related list to the Case record page.
Add the Knowledge tab to the Service Console.
Add Knowledge Data Categories to each Case.
Add the Knowledge Component to the Case record page.

Answer(s): D

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Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console
Entitlements and Milestones
Case Escalation
Case Assignment

Answer(s): B

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QUESTION: 27

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

The Customer is shown the new Rep's name
Both Service Reps can chat with the customer
The chat transcripts and case are transferred
The Customer doesn't know they were transferred

Answer(s): A,C

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QUESTION: 28

Universal Containers (UC) wants to automate the process of case creation.
While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

Web-to-Case
Outlook Integration
Email-to-Case
On-Demand Email-to-Case

Answer(s): C

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Free ADX261 Exam Braindumps (page: 8)

QUESTION: 25

QUESTION: 26

QUESTION: 27

QUESTION: 28