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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 8

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Question 71

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Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Enable Keyboard shortcuts
Enable Keyboard shortcuts
Define criteria-based record page components
Define criteria-based record page components
Configure Macros
Configure Macros
Create multiple Console layouts
Create multiple Console layouts
Suggested answer: B

Explanation:

Criteria-based record page components are components that only display on a record page when certain conditions are met. For example, you can show a component only when the case status is closed, or when the case priority is high. This way, you can reduce the clutter on the Lightning Service Console and make it easier for service representatives to find the tabs and features they need. You can use the Lightning App Builder to define criteria-based record page components for different objects and apps. Verified

Reference: [Criteria-Based Record Page Components]

asked 23/09/2024
Muhanad Mohamed
33 questions

Question 72

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The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.
Create a case assignment rule to ensure cases are owned by a user when closed.
Use a data tool to update the owner field on closed cases.
Use a data tool to update the owner field on closed cases.
Create a Process Builder and Flow to change the owner on closed cases.
Create a Process Builder and Flow to change the owner on closed cases.
Create a case validation rule to ensure cases are owned by a user when closed.
Create a case validation rule to ensure cases are owned by a user when closed.
Suggested answer: A, B

Explanation:

Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria. You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified

Reference: [Case Assignment Rules] and [Data Tools]

asked 23/09/2024
Dennis Valencia
34 questions

Question 73

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Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.
Upload the files as Documents, then relate them to the migrated Articles.
Use the Lightning Knowledge Migration Tool and choose 'include files'.
Use the Lightning Knowledge Migration Tool and choose 'include files'.
Use the Files Related List on each article to add files to your articles.
Use the Files Related List on each article to add files to your articles.
Post the Files to the Chatter Feed on each Article.
Post the Files to the Chatter Feed on each Article.
Suggested answer: C

Explanation:

The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified

Reference: [Import Articles into Lightning Knowledge] and [Add Files to Articles]

asked 23/09/2024
Vincent Cham
31 questions

Question 74

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A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate
Prepare, Plan, Test, Execute, Validate
Plan, Prepare, Test, Execute, Validate
Plan, Prepare, Test, Execute, Validate
Prepare, Plan, Validate, Execute, Test
Prepare, Plan, Validate, Execute, Test
Plan, Prepare, Validate, Execute, Test
Plan, Prepare, Validate, Execute, Test
Suggested answer: A

Explanation:

The steps are as follows:

Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.

Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.

Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.

Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.

Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations. Verified

Reference: [Data Migration Strategy in Salesforce]

asked 23/09/2024
Alexis Chacon
31 questions

Question 75

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Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

Article Record Types must be created before the import.
Article Record Types must be created before the import.
Each Article Record Type must be in a separate CSV.
Each Article Record Type must be in a separate CSV.
Article Record Types will be created as part of the import.
Article Record Types will be created as part of the import.
Multiple Article Record Types can be imported in the same CSV.
Multiple Article Record Types can be imported in the same CSV.
Suggested answer: A, B

Explanation:

Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified

Reference: [Import Articles into Lightning Knowledge]

asked 23/09/2024
Devon Marsham
29 questions

Question 76

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Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.

The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to 'Run as specified user.

What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal
Service Cloud Portal
Customer Community Login
Customer Community Login
High Volume Customer Portal
High Volume Customer Portal
Partner Community Login
Partner Community Login
Suggested answer: D

Explanation:

Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified

Reference: [Experience Cloud User Licenses]

asked 23/09/2024
Lizbeth Perea Joseph
34 questions

Question 77

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Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.
Keep all open in tabs.
Use a second Console session.
Use a second Console session.
Define a custom List View.
Define a custom List View.
Add History to the Utility bar.
Add History to the Utility bar.
Suggested answer: D
asked 23/09/2024
Olga Trofimova
34 questions

Question 78

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As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Suggested answer: C

Explanation:

Ensuring that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Article Types Overview

asked 23/09/2024
Tanvir Anjum
42 questions

Question 79

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Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

Email-to-case
Email-to-case
Social Customer Service
Social Customer Service
Chat
Chat
Web-to-case
Web-to-case
Suggested answer: A

Explanation:

Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview

asked 23/09/2024
Santosh Kumar
41 questions

Question 80

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Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Article Translation
Article Translation
Data Category Groups
Data Category Groups
Chatter Answers
Chatter Answers
Data Category Visibility
Data Category Visibility
Suggested answer: B

Explanation:

Data Category Groups are the recommended method to meet the requirement of allowing users to find relevant articles based on their location and product. Data Category Groups are collections of data categories that are used to classify articles or other types of content based on topics or criteria that make sense for your business. Data Category Groups can be used to control the visibility and searchability of articles for different users and communities. For example, you can create a Data Category Group for Location and another one for Product, and assign data categories for each location and product that you support. You can then assign data category visibility to users or communities based on their location and product preferences, so that they only see the articles that are relevant to them. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Data Categories Overview

asked 23/09/2024
Lonely Sayi
30 questions
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