Question 1

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 2

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options :

A : Article Translation

B : Data Category Groups

C : Chatter Answers

D : Data Category Visibility

Answer: D

Question 3

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?

Options :

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

Question 4

Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.

Which methodoogy should a consultant recommend?

Options :

A : Extremen Programming

B : Lean Development

C : Scrum

D : Kanban

Answer: B

Question 5

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

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