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Q: 1
[Interaction Channels] A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?
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Q: 2
[Knowledge Management] Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?
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Q: 3
[Knowledge Management] Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
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Q: 4
[Case Management] Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend?
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Q: 5
[Interaction Channels] Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers. When implementing Salesforce in this scenario, which solution should a consultant recommend?
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Q: 6
[Interaction Channels] Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?
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Q: 7
[Interaction Channels] Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?
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Q: 8
[Interaction Channels] Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue?
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Q: 9
[Interaction Channels] Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes. What should the consultant recommend?
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Q: 10
[Industry Knowledge] Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage. Which reporting solution should a consultant recommend?
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