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Salesforce Service Cloud Administration Sample Questions (Q31-Q36):

NEW QUESTION # 31
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

• A. Displaying whether a case response complies with a customer's service level agreement
• B. Identifying the customer contact associated with a particular stage of a service contract
• C. Representing metrics such as first-response and resolution time on cases
• D. Monitoring the case escalation rule queue to confirm service levels are met

Answer: A,C
NEW QUESTION # 32
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

• A. Train support agents
• B. Hireadditional support agents
• C. Align agent performance goals with KPIs
• D. Reduce the cost per call

Answer: A,C
NEW QUESTION # 33
KCS (knowledge centered support) what is it? Choose 2 Answers

• A. Method for social media management
• B. Process for creating and maintaining knowledge
• C. Share knowledge with the business partners
• D. Standard for managing customer support and delivery

Answer: B,C
NEW QUESTION # 34
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

• A. Social Customer Service
• B. Interactive Voice Response
• C. Computer Telephone Integration
• D. Live Agent

Answer: A,D
NEW QUESTION # 35
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. Company Community
• B. Employee Community
• C. Customer Community
• D. Partner Community

Answer: C
NEW QUESTION # 36
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