Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 16

These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified

Reference: : URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge

This is the main consideration when enabling ''Use standard Salesforce sharing'' in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified

Reference: : Control Article Access with Sharing Settings

Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials. NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5

Field Service Inventory is a feature that can help minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Field Service Inventory allows administrators to track and manage the inventory of products that technicians need to perform their work, such as parts, tools, or consumables. Field Service Inventory can help assign products to technicians based on their skills, location, and availability, as well as replenish products from warehouses or suppliers. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_inventory_setup.htm&type=5

Scheduling service requests using Salesforce Field Service is a solution that can ensure the repairs are completed in a timely manner by technicians with the appropriate skill set. Salesforce Field Service is a feature that allows administrators to manage the entire service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce Field Service can help assign service requests to the best available technicians based on their skills, location, availability, and priority, as well as optimize the routes and travel time for technicians. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_scheduling_overview.htm&type=5

Read/Write is the recommended level of Case Access for the Case Team Role. Case Access is a setting that determines what level of access users have to cases that they are added to as case team members. Read/Write access allows users to view and edit cases and related records, such as activities or attachments. Read/Write access can help specialists collaborate on cases and provide solutions. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.case_teams_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_teams_access_levels.htm&type=5

History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5

In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means. Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5

The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified

Reference: : Omni-Channel Utility Widget