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Topics#Customer ServiceDomanda di mahesh kumar
mahesh kumar ha fatto una domanda in #Customer Service
20 gen 2015, 10:55

service cloud Need answers

Universal containers wants to implement a knowledge management process with the following requirements: - it must contain four different kinds of content:customer FAQs, product specifications, contact center proedures and product manuals. -it must provide the ability to filter knowledge search results by a single product, multiple products or all 56 products. -Any product related content crreated by contact center agents must be approved by the contact center manager and knowledge manager before being published. -product content should only be visible internally to contact center agents who handle that product. How should a consultant recommend that knowledge be configured?

 

Choose 3 answers

 

A. Configure workflow rule for each data category.

 

B. Configure data category values for each product.

 

c. define approval processes for each product.

 

d. configure article types for each kind of content. e. define approval processes for each article type.
1 risposta
  1. Jeff May
    20 gen 2015, 14:09
    What you need is to go to the Developer Community and sign up for a free Developer Edition Salesforce org.  This Developer Edition has a Service Cloud license so you can learn the Service Cloud features before taking the exam you are prepping for.  Getting the answers from the Users here will not help you earn your certification.
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