Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 17)

Question 76

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?

A.Assign team-based roles to the associated product article types

B.Assign team-based roles to the associated product data category value

C.Assign team-based profiles to the associated product data category value

D.Assign team-based profiles to the associated product article types

Question 77

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A.Salesforce reporting speed may be affected

B.Related lists on the case object may be slow to populate

C.The Salesforce org may be slow during the data import

D.Result may be slow when searching for records

Question 78

UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet
this requirement?
(choose 1 answer)

A.Use Chatter case feed and case teams to monitor cases

B.Use an escalation rule to move cases into the product manager queue

C.Use a workflow rule to send an email to the product manager

D.Use an assignment rule to assign new cases to the product manager

Question 79

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A.Create a case report with a custom summary formula to calculate the percentage of escalated cases

B.Create a formula field on the case record to calculate percentage of escalated cases

C.Create a bucket field on a report to calculate the percentage of escalated cases

D.Create a daily snapshot report of all cases and calculate percentage of escalated cases

Question 80

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A.Employee Community

B.Reseller Community

C.Partner Community

D.Customer Community

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Question 76

Question 77

Question 78

Question 79

Question 80

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