Question 1

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options :

A : The Approval Process will automatically Publish.

B : Approve articles from the Knowledge approval page to Publish.

C : Agents must click Publish after the Approval Process.

D : Set the final approval action to ''Lock the record for editing''.

Answer: C

Question 2

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options :

A : Set the organization-wide default to Private and create sharing rules to share with roles.

B : Create a folder for each product line and share them with the specific users.

C : Add a permission set for Read access to the appropriate product line.

D : Assign the quick texts to Data Categories with access to the appropriate profiles.

Answer: B

Question 3

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

Options :

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

Question 4

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

Options :

A : customer satisfaction Survey

B : Customer Purchase History

C : Customer Support Requests

D : Net promoter Score

E : Service Level Agreement

Answer: A,B,D

Question 5

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

Options :

A : Number of cases closed by self-service users

B :

Average call handle time by team.

C : Number of Knowledge articles created each month.

D : Number of cases created using Communities by month.

Answer: A,D

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