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Salesforce Administer and Maintain Service Cloud Sample Questions (Q26-Q31):

NEW QUESTION # 26
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Lighining Row Component
B. Path for Cases
C. Lightning Guided Engagement
D. Service Console Macros

Answer: C

NEW QUESTION # 27
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Optimize the customer community for mobile devices to have access to the same support as desktops.
B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
C. Create a central "Contact Us" page which provides access to all available channels.
D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Answer: A,C,E

NEW QUESTION # 28
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager 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 created using Communities by month.
B. Average call handle time by team.
C. Number of cases closed by self-service users.
D. Number of Knowledge articles created each month.

Answer: A,C

Explanation:
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified Reference: [Salesforce Help: Self-Service Metrics] and [Salesforce Help: Community Reports]

NEW QUESTION # 29
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?

A. Custom Report Types with Reports and Dashboards
B. Knowledge Base Reports and Dashboard Package Installation
C. Knowledge Dashboard Pack for CRM Analytics Installation

Answer: B

Explanation:
For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and performance, enabling UC's analytics team to gain insights into Knowledge program effectiveness.

NEW QUESTION # 30
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Visual Remote Assistant
B. Workforce Engagement
C. Field Service
D. Incident Management

Answer: C

NEW QUESTION # 31
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