Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 26)

Question 121

What statement is true about the Salesforce Knowledge article lifecycle?

A.Approval process CANNOT allow publishing of articles that have specific validation statuses

B.Articles CANNOT be published until they are reviewed and validated by a qualified author

C.Article permission sets allow agents to participate in the article publishing process

D.Knowledge uses public groups as a way to assign users to specific tasks related to articles

Question 122

What is the capability of case feed?

A.Add custom visual force pages to the case feed page layout.

B.Switch from case feed to standard detail pages using a console component

C.Embed case feed functionality within a visual force page.

D.Enable call control using the CTI case feed publisher.

Question 123

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

A.Implement an adapter built on Open CTI.

B.Build an adapter using the telephony vendor's toolkit.

C.Move to a cloud -based telephony system.

D.Implement an adapter using the Telephony API.

Question 124

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

B.Developers can embed API calls and processes on web pages to automate call handling processes.

C.Developers can integrate with any telephony platform available with little to no need for customization.

D.Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Question 125

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

A.Retrieve Social Studio credentials.

B.Select two Twitter or Facebook accounts.

C.Enable the Moderation feature to automatically create cases from posts.

D.Create and assign permission sets to give agents social account access.

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