Free Salesforce Service-Con-201 Practice Test & Real Exam Questions
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
Which functionality should the consultant recommend to address the problem?
Correct Answer: B
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Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
What should a consultant configure to meet this requirement?
Correct Answer: C
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Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
What is the recommended method to meet the requirements?
Correct Answer: C
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Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
Which feature should the consultant suggest?
Correct Answer: C
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Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
Which solution should a consultant recommend to meet this requirement?
Correct Answer: B
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The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often.
What should UC do to address this situation?
What should UC do to address this situation?
Correct Answer: C
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Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
What is the recommended method to meet the requirement?
Correct Answer: B
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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Correct Answer: B
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Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
What should the consultant recommend to distribute cases?
Correct Answer: B
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