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Free SERVICE-CLOUD-CONSULTANT Exam Braindumps (page: 3)

Page 3 of 50
PDF with 211 Questions

Which three are characteristics of Visual Workflow? Choose 3 answers

  1. Apex code must be used to update fields in the database.
  2. Elements can be used to pass data to legacy systems.
  3. Apex code must be used to pass data to legacy systems.
  4. Only one version of a flow can be activated at a time.
  5. Elements can be used to update fields in the database.

Answer(s): A,B,D



A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

  1. Knowledge search query with no results.
  2. Knowledge articles with the lowest rating.
  3. Number of knowledge articles in each data category.
  4. Knowledge articles created by call center agents.

Answer(s): A,B



Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
· Agents need to collaborate with other teams.
· The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  1. Use Process Builder for notifications and case teams to monitor cases.
  2. Use Process Builder for notifications and account teams to monitor cases.
  3. Use escalation rules for notifications and account teams to monitor cases.
  4. Use escalation rules for notifications and case teams to monitor cases.

Answer(s): A



A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  1. Number of calls offered
  2. Agent utilization
  3. Quality monitoring score
  4. Schedule adherence

Answer(s): B,D






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