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Service Cloud Questions and Answers (Q&A)

Nikmarv
Answered: Jun 13, 2017
The correct answer is:A. Enable the Knowledge sidebar setting in the case of support settingsbecause you can "ENABLE" the sidebar setting in setup, or "ACTIVATE" the sidebar setting in console

2 Answers

Daniel.kim
Answered: Nov 20, 2019

This is incorrect, it should be: last modified date and number of recent article views

2 Answers

Bergeront Tiffney, Computer Engineer
Answered: Feb 26, 2019
There are two things that can be done by the consultant. The first one is letter B. The agents should be cross-trained on both lines because the more that they know, the better it would be. The...Read More

2 Answers

T. Perez
Answered: May 10, 2018
Computer telephone integration is technology that allows interactions on a telephone and a computer to be coordinated. Contact channels have evolved from voice to assimilate email, web, and fax....Read More

2 Answers

Wyatt Williams
Answered: Feb 17, 2020
Original creation date and average rating of articles
Last modified date and number of recent article views

2 Answers

Not sure if this is a question for the Service Cloud exam. I think the correct answers are: Include animations on invitations. Associate invitations with agents’ skills. Customize th...Read More

2 Answers

Rohitarora.cs
Answered: Dec 19, 2019
The correct answers should be 1. Create a central contact us page which provides access to the available channels. 2. Enforce that customers must search the knowledge base before they can see the...Read More

2 Answers

Bergeront Tiffney, Computer Engineer
Answered: Feb 28, 2019
There are three possible answers to this question in order to accurately measure how well the company is doing. The first one is B. The number of days it takes before cases can be closed should...Read More

2 Answers

F. Ray, Student
Answered: Jan 29, 2019
The best answer to this question is B. When measuring the performance of agents in telemarketing contact centers who cold call prospects and follow-up with prospects is the number of outbound...Read More

2 Answers

John Smith
Answered: Feb 17, 2020
Display records and their related items as tabs on one screen.
Indicates when records and lists are changed by others.

2 Answers

John Smith
Answered: Feb 17, 2020
Configure article types for each kind of content
Define approval processes for each article type
Configure data category values for each product

2 Answers

H. Jones, Web Content Writer
Answered: Feb 13, 2019
The correct answer to this question is A. Developers can use the Visualforce tag-based markup language, which is similar to HTML, to build custom sophisticated user interfaces. Using the...Read More

2 Answers

The correct answers are A and C. B and D are not correct because given the amount or records - "100,000 known product bugs" - it does not make sense to import this data to Salesforce, eithe...Read More

2 Answers

Sfdc
Answered: Jun 10, 2018
Customize highlight panels for all objectsandturn them on. Create a console app and assign it to user profiles. Optionally, for support agents: Brand your console. Choose how pinned lists...Read More

2 Answers

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