Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 20)

Question 91

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options

A.Use escalation rule to send an email

B.Supervisors to investigate those cases

C.Identify those cases and assign to the closure team

D.Use auto response rule to send an email

Question 92

Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A.Create multiple agent console applications and configure the Iayout based on the user's requirements.

B.Create multiple Salesforce Console for Service applications and configure them based on user's
requirements.

C.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components
they need.

D.Create case page layouts for each interaction channel and assign them to different agent profiles.

Question 93

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A.Validation rules

B.Assignment rules

C.Workflow rules

D.Auto-response rules

Question 94

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?

A.Send an email reminder to update the article status to Published on the start date.

B.Create a task related to the article with a reminder set for the article start date.

C.Create a workflow rule to update the article status to Published on the article start date.

D.Set the article publish date to automatically display the article on the start datE.

Question 95

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?

A.A Twitter Macro

B.A Custom Component

C.The Case Feed

D.The Social Feed

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Question 91

Question 92

Question 93

Question 94

Question 95

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