Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 28)

Question 131

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

A.Create an iframe to display the chat window

B.Create user profiles or permission sets

C.Enable Live Agent for the organization

D.Enable Chatter Messenger for the organization

Question 132

A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A.Add a Validation Rule that ensures each Account has an entitlement.

B.Add the entitlement related list to account page layouts.

C.Add the entitlement lookup field to case page layouts.

D.Add a Validation Rule that ensures each Case has an entitlement.

Question 133

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

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

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

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

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

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

Question 134

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information
website? Choose 2 answers.

A.Display articles in a public knowledge base.

B.Display articles with HTML, images, and links.

C.Display articles in Salesforce Answers.

D.Publish articles to the Web using Salesforce Publisher.

Question 135

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 a workflow rule to send an email to the product manager

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

C.Use anassignment rule to assign new cases to the product manager

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

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Question 131

Question 132

Question 133

Question 134

Question 135

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