Free Access Salesforce.Service-Cloud-Consultant.v2022-05-13.q183 Practice Test (Page 8)

Question 31

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

A.Enable Chatter for agent collaboration.

B.Enable Knowledge in a Service Cloud portal.

C.Create auto response templates for emails.

D.Enable Ideas in a Service Cloud portal.

Question 32

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

A.Enable Chatter case feed and add product development team members to the case team.

B.Create a private Chatter group with customers and invite key individuals to join the group.

C.Create a related child case and assign the child case to the product development team.

D.Build a repository of Knowledge articles related to integration and share it with the customer.

Question 33

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A.Search Utility Component

B.Comments List View

C.Global Search

D.Comment Search Component

Question 34

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

A.Remove these fields from the page layout and add the components to the highlights panel.

B.Add the fields to the page layout and add the fields to the highlights panel.

C.Remove these fields from the page layout and add the fields to the highlights panel

D.Add these fields to the page layout and add the components to the highlights panel

Question 35

What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A.Migrate a test deployment to a staging environment for a smoother real-life experience.

B.Ensure that at least 60% of the code is covered by unit tests before deploying to production.

C.Ensure all users refrain from logging into production for an entire day prior to deployment.

D.Select a window of time when users will NOT be making changes to the organization.

E.Plan and communicate the deployment to all users of the organization in advance.

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Question 31

Question 32

Question 33

Question 34

Question 35

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