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Salesforce Service Cloud Administration Sample Questions (Q107-Q112):

NEW QUESTION # 107
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up IVR with an automated response for customers affected by the recall to defect calls.
B. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
D. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

Answer: A

NEW QUESTION # 108
Which two configuration steps are required before quick actions can be used in Macros?

A. Global Actions needs on the publisher layout.
B. The specific quick action must be added to the case record Type.
C. Quick Actions must be enabled in the org.
D. The specific quick action must be added to the case Feed.

Answer: C,D

NEW QUESTION # 109
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection
B. Reduced support channels
C. Reduced issueresolution time
D. Optimized use of resources
E. Increased call routing accuracy

Answer: B,C,D

NEW QUESTION # 110
Which three processes are usescase for Visual Workflow? Choose 3 answers

A. Assignment of email to a case queue based on subject
B. Field validation during case creation
C. Caller verification and creation of a new case
D. Decision-based troubleshooting for agents
E. Cross-sell promotions for agents

Answer: C,D,E

NEW QUESTION # 111
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A. Employee Community
B. Partner Community
C. Company Community
D. Customer Community

Answer: D

NEW QUESTION # 112
......

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