Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 7)

Question 26

Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)

A.Workflow rules

B.Case teams

C.Escalation rules

D.Auto-response rules

Question 27

If you delete a case, which two also get deleted? (Choose two answers)

A.Attachments

B.Event

C.Account

D.Solution

Question 28

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A.The Customer doesn't know they were transferred

B.The Customer is shown the new Rep's name

C.The chat transcripts and case are transferred

D.Both Service Reps can chat with the customer

Question 29

Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A.Create a custom Visualforce page to display case list view, external system, and knowledge articles

B.Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
sidebar.

C.Configure the agent console and display the articles, case view, and external system custom object

D.Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

Question 30

Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?

A.A mashup integration on the Account page to a third-party mapping service

B.A custom tab of type URL that displays a map image of customer location

C.A Web Service call-out that retrieves map details from the backend system

D.An outbound message to a middleware platform to provide map details

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Question 26

Question 27

Question 28

Question 29

Question 30

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