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NEW QUESTION 42
What is a benefit of a customer community? Choose 2 answers.

  • A. Reduces incoming call volume
  • B. Enables customers to log inquires without contacting an agent
  • C. Eliminates the need for support agents
  • D. Eliminates the need to track service level agreements

Answer: A,B

 

NEW QUESTION 43
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

  • A. Lightning Knowledge
  • B. Classic Knowledge
  • C. Salesforce Content
  • D. Salesforce Files

Answer: B

 

NEW QUESTION 44
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

  • A. Assign team-based profiles to the associated product data category value
  • B. Assign team-based profiles to the associated product article types
  • C. Assign team-based roles to the associated product article types
  • D. Assign team-based roles to the associated product data category value

Answer: D

 

NEW QUESTION 45
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

  • A. Number of cases escalated by agent
  • B. Number of articles created by agent
  • C. Number of articles attached to a case
  • D. Number of solutions created by agent

Answer: B,C

 

NEW QUESTION 46
......

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