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Salesforce Administer and Maintain Service Cloud Sample Questions (Q11-Q16):
NEW QUESTION # 11
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of IVR inquiries without agent involvement.
- B. Number of cases closed by a self-service user
- C. Average call handle time by team.
- D. Number of cases created - - Site by month
Answer: B,D
NEW QUESTION # 12
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Embedded Chat Window
- C. Social Customer Service
- D. Contact Requests
Answer: B
NEW QUESTION # 13
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. field service
- B. Omni channel
- C. Contact Requests
- D. Mobile connect
Answer: A
NEW QUESTION # 14
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
- A. Number of knowledge articles in each data category.
- B. Knowledge articles created by call center agents.
- C. Knowledge search query with no results.
- D. Knowledge articles with the lowest rating.
Answer: C,D
NEW QUESTION # 15
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Visual Studio Code and change sets
- C. Mass Transfer Records, change sets, and Visual Studio Code
- D. Visual Workflow, data loader, and Force.com IDE
Answer: B
NEW QUESTION # 16
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