Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 13)

Question 56

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. Whatconfiguration should be recommended to meet this objective?

A.Assign article managers to public groups and specific article actions to each group.

B.Assign article managers to publication teams and specific publication states to each team.

C.Assign article managers to publication teams and specific article actions to each team.

D.Assign articlemanagers to public groups and specific publication states to each group.

Question 57

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A.Number of successful keyword searches.

B.Number of content packs attached to cases.

C.Number of articles associated to cases.

D.Number of Chatter files attached to cases.

E.Number of published article views.

Question 58

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?

A.Use the routing queues provided with Salesforce for Twitter and Facebook

B.Enable social profile and add assignment rules to the case object

C.Enable social profile and add workflow rules to the contact object

D.Use Twitter-to-Case and add workflow rules to the case object

Question 59

Auto Response rules work on which objects?

A.Accounts and Cases

B.Accounts and Opportunity

C.Leads and accounts

D.Leads and Cases

Question 60

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

A.Assign users to a Permission Set with access to the service console app.

B.Assign users to a Public Group with access to the service console app.

C.Assign users to a Permission Set granting the Service User license.

D.Assign users the Service User license on their User record.

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Question 56

Question 57

Question 58

Question 59

Question 60

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