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Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?- A. Contact Salesforce to send a report on article efficacy.
- B. Send out a monthly survey to customers requesting feedback.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Create a group of super users that will evaluate and manage articles.
Answer: C
NEW QUESTION 54
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?- A. Estabalish case assignment rules.
- B. Use Flow Builder to create a flow with scheduled path.
- C. Define case auto-response rules.
- D. Configure case escalation rules.
Answer: C
NEW QUESTION 55
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?- A. Einstein Next Best Action
- B. Service Analytics Predictions
- C. Einstein Reply Recommendations
- D. Validation Rules
Answer: B
NEW QUESTION 56
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?- A. High Volume Customer Portal
- B. Customer Community Plus
- C. Lightning External Apps Starter
- D. Customer Community
Answer: D
NEW QUESTION 57
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?- A. Data Import Wizard
- B. Change Sets
- C. Mass Transfer Records
- D. Data Loader
Answer: B,C
NEW QUESTION 58
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