Free Salesforce Service Cloud Consultant Exam Dumps and Service Cloud Consultant Exam Questions

Question No: 11

MultipleChoice

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to

guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options

AModify the import parameters to specify HTML encoding.

BChange the HTML format first to support subfields.

CCreate an HTML file for each rich text area field.

Question No: 12

MultipleChoice

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

* Ability for visitors to search Knowledge articles without registering or logging in

* Ability for over one million registered customers to securely submit cases and view the status of those cases

* Ability to display white papers to registered customers

* Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

Options

AImplement Partner Communities with Knowledge.

BImplement Customer Communities with Content.

CImplement Employee Communities with Content.

DImplement Customer Communities with Knowledge.

Question No: 13

MultipleChoice

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

Options

ACreate an article action for each record type and assign them to each team based on their product specialization

BCreate a permission set for each record type and assign them to each team based on their product specialization

CCreate a page layout for each article type and assign them to each team based on their product specialization

DCreate a data category for each product and assign them to each team bases on their product specialization

Question No: 14

MultipleChoice

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.

What feature should a consultant recommend to meet this requirement?

Options

AOmni-Channel

BSocial Conversation Component

CAppExchange solution

DCustom Lightning Component

Question No: 15

MultipleChoice

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.

How should a consultant correct this problem?

Options

AGrant Authors access to the FAQ record type.

BAdd Authors to the FAQ Data Category.

CGrant Authors access to the FAQ article type.

DSet Article Org Wide Default to Public ReadWrite.

Question No: 16

MultipleChoice

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

Options

AConfigure Case Assignment Rules

BConfigure Omni-Channel with Most Available Routing

CConfigure Live Agent Skills-based Routing

DConfigure Omni-Channel with Least Active Routing

Question No: 17

MultipleChoice

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

Options

ACompany Community

BEmployee Community

CCustomer Community

DPartner Community

Question No: 18

MultipleChoice

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Options

ARecommend articles during a call for a support agent

BSuggest articles for a web-to-case question

CSuggest articles for an email-to-case question

DRecommend articles prior to a Live Agent session

Question No: 19

MultipleChoice

Which two configuration steps are required before quick actions can be used in Macros?

Options

AGlobal Actions needs on the publisher layout.

BQuick Actions must be enabled in the org.

CThe specific quick action must be added to the case Feed.

DThe specific quick action must be added to the case record Type.

Question No: 20

MultipleChoice

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which two actions will improve the performance of the list views? Choose 2 answers

Options

ARestrict visibility of the views

BReduce the number of fields displayed

CFilter the views by case owner

DRemove filter criteria from the views