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Salesforce Service Cloud Administration Sample Questions (Q276-Q281):

NEW QUESTION # 276
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
• B. Create a Knowledge Visualforce component on the case detail page.
• C. Activate Knowledge One within the Salesforce Console for Service.
• D. Activate Knowledge One on the case detail page.

Answer: C

NEW QUESTION # 277
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

• A. Remove these fields from the page layout and add the fields to the highlights panel
• B. Add these fields to the page layout and add the components to the highlights panel
• C. Add the fields to the page layout and add the fields to the highlights panel.
• D. Remove these fields from the page layout and add the components to the highlights panel.

Answer: C

NEW QUESTION # 278
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

• A. Omni-Channel
• B. Case Escalation
• C. Case Milestones
• D. Entitlements

Answer: D

NEW QUESTION # 279
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

• A. Interactive Voice Response
• B. Order ManagementSystem
• C. Computer Telephony Integration
• D. Automatic Call Distribution

Answer: A

NEW QUESTION # 280
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

• A. Redirect users from the company site to social media forums about the products.
• B. Make knowledge base articles and community answers accessible on its website.
• C. Make contact center representatives accessible 24/7 to distribute the call volume.
• D. Hire contact center representatives that specialize in each of the product categories.

Answer: B

NEW QUESTION # 281
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