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NEW QUESTION 50
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report that displays # of cases with articles attached during the past 2 months
NEW QUESTION 51
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Partner Community Login
- B. Customer Community Login
- C. Service Cloud Portal
- D. High Volume Customer Portal
NEW QUESTION 52
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents’ desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interaction channel and assign them to different agent profiles.
- B. Create multiple agent console applications and configure the Iayout based on the user’s requirements.
- C. Create multiple Salesforce Console for Service applications and configure them based on user’s requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
NEW QUESTION 53
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Set the organization-wide default to private and create sharing rules for the FAQ article type
- D. Hide the Article Management tab for users who should have read-only access to articles.
NEW QUESTION 54
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