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Product Questions and Answers (Q&A)

What are the five primary activities of the value chain model?
Matz Lewis Clark, College student
Answered: Dec 18, 2018
The value chain model is done by a company in certain industries in order to provide a product or service. The way that they provide these products or services is done through activities. There...Read More

2 Answers

728 views
What method can be used to route cases from social channels?
Fbusbos
Answered: Sep 26, 2020
C. Enable Social Customer Service and add assignment rules to the case object.

2 Answers

680 views
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.Which three configurations are needed for the...
Fbusbos
Answered: Sep 26, 2020
B. Assign the correct Salesforce users to the Call Center
D. Install an adapter from AppExchange to work with third-party CTI systems
E. Create a softphone layout and assign to user...Read More

1 Answer

555 views
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happen? Choose 2 answers
Fbusbos
Answered: Sep 26, 2020
B. The Chat Transcript and Case are transferred.
C. The Customer is shown the new Rep’s Name

1 Answer

537 views
Which three should a Consultant recommend?
Fbusbos
Answered: Sep 26, 2020
A. Utilize KCS to manage Knowledge.
B. Add Live Agent to public-facing sites.
D. Implement SOS for mobile experience.

2 Answers

486 views
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Fbusbos
Answered: Sep 26, 2020
B. Approval Process that assigns an Article to a Reviewer Queue.
C. Validation Rules for Article Types to verify all fields during creation.

1 Answer

449 views
What statement is true about the Salesforce Knowledge article lifecycle?
N. Kingsley, Writer
Answered: Sep 10, 2018
When there is a cloud-based knowledge base the sales force can utilise this to inform themselves, pass on the knowledge to colleagues and to notify and educate clients. If the sales person writes...Read More

2 Answers

443 views
What is the difference between TPN and PPN?
N. Kingsley, Writer
Answered: Aug 13, 2019
TPN stands for Total Parenteral Nutrition, while PPN stands for Peripheral Parenteral Nutrition. These two are given to the patient by IV. They are given to those who do not have other sources of...Read More

1 Answer

437 views
The figure below shows two spotted salamanders. They are the same species of salamander, but they live in different areas. Which of these terms is used to describe the difference between...
John Smith
Answered: Sep 26, 2020
Variation

1 Answer

407 views
Which solution will ensure each team sees only the relevant article type for their product? Case reference: The Service Manager at Universal Containers manages three teams. Each team...
Fbusbos
Answered: Sep 26, 2020
C. Create a data category for each product and assign them to each team based on their product specialization.

1 Answer

403 views
Which two recommendations should a Consultant suggest to help decrease customer wait times? Universal Containers’ support management team has noticed an increase in wait times over the last...
Fbusbos
Answered: Sep 26, 2020
A. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Create reports to analyze call data in order to understand peak times and ensure...Read More

1 Answer

397 views
Universal Containers would like to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.Which three...
Fbusbos
Answered: Sep 26, 2020
A. Macros
C. Quick Text
E. Publisher Actions

1 Answer

390 views
Marginal benefit is the ______
Amoore
Answered: Sep 26, 2020
Benefit from consuming one more unit of a good and decreases as consumption increases

1 Answer

381 views
Which statement is the most likely explanation for why the mice population changed over time? The diagram below shows the changes over time in a population of mice in the wild after a...
Carroan
Answered: Sep 26, 2020
The hawks eat more dark mice than white mice, because they can see the dark mice more easily.

1 Answer

347 views
How should this be accomplished? Business users have requested that the Salesforce Administrator allow agents to view a list of cases in the console while agents work through their cases. This...
Fbusbos
Answered: Sep 26, 2020
C. Enable the list to be pinned in the console.This allows users to view the list alongside the case view in the console.

1 Answer

334 views

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