ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org. Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Question 131 - Certified Contact Center discussion

Report
Export

You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

A.
Salesforce Knowledge articles with categorization and tagging for easy customer search.
Answers
A.
Salesforce Knowledge articles with categorization and tagging for easy customer search.
B.
Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
Answers
B.
Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
C.
Einstein Search for intelligent article recommendations based on customer keywords and context.
Answers
C.
Einstein Search for intelligent article recommendations based on customer keywords and context.
D.
All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
Answers
D.
All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
Suggested answer: D

Explanation:

Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

Show Answer
asked 23/09/2024
Paula Delgado
35 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms