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NEW QUESTION 23
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do toaddress this situation? Choose 2 answers

  • A. Measure and reward agents based on the number of new articles approved for publication.
  • B. Measure and reward agents based on the number of new articles submitted for approval.
  • C. Create a dashboard thatincludes articles submitted by agents and approved for publication.
  • D. Require agents to check a box on the case when submitting a new suggested article.

Answer: B,C

 

NEW QUESTION 24
Universal Containers purchased a new marketing database list and wants to use it to run an email campaign for
the launch of a new product. The sales team will be responsible for evaluating the respondents and identifying
the decision maker before going through the sales process with a prospect. What steps should a consultant
recommend in this scenario?

  • A. Create a campaign, associate the leads to the campaign, and qualify the respondents.
  • B. Create both account and contact records, then associate the contacts to the campaign.
  • C. Create a campaign, qualify the respondents, and create accounts and contacts.
  • D. Create leads, convert them to opportunities, and qualify the respondents on the opportunities.

Answer: A

 

NEW QUESTION 25
A consultant is implementing a new instance of Sales Cloud for Cloud Kicks (CK). CK has a global sales presence, supporting a customer base throughout the world.
Which approach should the consultant recommend for setting up an account hierarchy structure?

  • A. Location-specific account structure without account hierarchies
  • B. Location-specific account structure with account hierarchies
  • C. Global account structure without account hierarchies
  • D. Global account structure with one global account and all contacts and opportunities linked

Answer: A

 

NEW QUESTION 26
The finance department of UC is noticing a decline in profitability, which they attribute to an excessive
number of Discounts on opportunities. What can the finance department do to monitor and control opportunity
discounting? Choose 2 answers

  • A. Create a custom roll-up field to calculate the average product discount for each customer.
  • B. Ensure that sales management approves discount requests for each opportunity.
  • C. Run a report on opportunities showing list price and discounted price.
  • D. Limit the number of discounted products that can be added to an opportunity.

Answer: B,C

 

NEW QUESTION 27
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