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Salesforce Administer and Maintain Service Cloud Sample Questions (Q102-Q107):

NEW QUESTION # 102
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A. Set up analytical snapshots to capture key case information and create historical trending reports.
• B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
• C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
• D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer: B,D
NEW QUESTION # 103
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A. Add conditional logic to the instructions
• B. Create a formula to build the macro logic around
• C. Add multiple ELSE IF blocks after the IF block
• D. Add a formula block to the macro

Answer: B,D
NEW QUESTION # 104
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A. Embedded Chat Service
• B. Customer Community
• C. Case Assignment Rules
• D. Web-to-Case

Answer: A
NEW QUESTION # 105
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

• A. Number of cases closed by a self-service user
• B. Number of IVR inquiries without agent involvement.
• C. Number of cases created - - Site by month
• D. Average call handle time by team.

Answer: A,C
NEW QUESTION # 106
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

• A. Add Authors to the FAQ data category
• B. Grant authors access to the FAQ records type
• C. Grant Authors acess to FAQ artcle type
• D. Set Article Or Wide to Public Read Write

Answer: B
NEW QUESTION # 107
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