Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 29)

Question 136

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A.Mass Transfer Records, change sets, and Visual Studio Code

B.Visual Workflow, data loader, and Force.com IDE

C.Visual Studio Code and change sets

D.Data loader, change sets, and Force.com Excel Connector

Question 137

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,
complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC
measure case escalation?

A.Create a case report to show the number of cases for each tier and sort them by case owner.

B.Create a custom trigger to generate history when cases get escalated between tiers.

C.Create an approval process to ensure only the appropriate cases get escalated.

D.Create a case report to show all cases across tiers filtered by an escalation flag.

Question 138

Which solution should a consultant recommend?

A.Enable the knowledge sidebar related list on the case page layout.

B.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

C.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

D.Enable the knowledge sidebar setting in the case support settings.

E.Create a visualforce page called knowledge sidebar on the case page layout.

Question 139

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A.Salesforce Console for Service

B.Process Builder

C.Visualforce custom page

D.Auto launch flow

Question 140

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A.Create a formula to build the macro logic around

B.Add conditional logic to the instructions

C.Add multiple ELSE IF blocks after the IF block

D.Add a formula block to the macro

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Question 136

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Question 140

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