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NEW QUESTION 27 What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

• A. Create a permission set for each record type; assign permissions to service agents.
• B. Create a data category for each product; assign data categories to service agents.
• C. Create an article action for each record type; assign record types to service agents.
• D. Create a page layout for each record type; assign layouts to service agents.

Answer: D   NEW QUESTION 28 The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers

• A. Customer community
• B. Automatic call distribution
• C. Service cloud console
• D. Knowledge base

Answer: A,D   NEW QUESTION 29 Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?

• A. Create a Visualforce page on the customer community portal.
• B. Create a Chatter group and invite the customer to join with an external chatter user.
• C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
• D. Set up insert Article into Social post and enable the customer community portal.

Answer: D   NEW QUESTION 30 A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers

• A. Net promoter Score
• B. Customer Support Requests
• C. customer satisfaction Survey
• D. Customer Purchase History
• E. Service Level Agreement

Answer: A,C,D   NEW QUESTION 31 ......