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Salesforce Exam Prep Questions and Answers 2024
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Salesforce Exam Prep
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Salesforce Exam PrepFrom a self-service site, customers:
A.Can ask questions and get solutions on their own
B.Can add their own products to your product catalog
C.Have no access to live agents
D.All of the above – answer A.Can ask questions and get solutions on their own
A knowledge article is:
A.An article shared only with customers
B.An article shared only with your agents
C.A product newsletter pushed to service agents
D.Any type of shared document in your knowledge base - answerD.Any type of shared
document in your knowledge base
Macros are used to:
A.Create lists of instructions for agents to follow.
B.Save agents time by automating repetitive tasks.
C.Talk to multiple customers online at the same time.
D.Store large amounts of data.
E.All of the above - answerB.Save agents time by automating repetitive tasks.
SLA - answerService Level Agreement
Connecting sales and service keeps customers coming back because:
A.Service agents are more patient than salespeople.
B.Today's connected customers want a connected experience.
C.Customers like to choose who they deal with.
D.High-maintenance customers can get more attention. - answerB.Today's connected
customers want a connected experience.
Sales and Service Clouds together enable your team to:
A.Deliver personalized experiences based on customer insights.
B.Hand off picky sales questions to service agents.
C.Use customer buying histories to sell off old inventory.
D.Tag-team questions when someone is unavailable. - answerA.Deliver personalized
experiences based on customer insights.
The Salesforce Platform advantage offers:
A.An easier way to track customer transactions
B.More advanced technology for measuring productivity
C.Unrestricted customer access
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