Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 32)

Question 151

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A.Use Web Services API to integrate the external database with Salesforce

B.Create a custom product bug object and import data into Salesforce

C.Use Bulk API to load the product bug data into Salesforce

D.Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Question 152

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)

A.Enable the Manage Articles permission for the publisher profile and assign it to users

B.Create a publisher profile that includes create access on the FAQ article type.

C.Set the organization-wide default to private and create sharing rules for the FAQ article type

D.Hide the Article Management tab for users who should have read-only access to articles.

Question 153

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A.Select best answers for questions.

B.Escalate a question to a case

C.Answers can be exposed to partner portal users

D.External users can subscribe to Answers

E.Knowledge articles can be created from Answers

Question 154

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A.Milestone Actions

B.Process Builder Scheduled Actions

C.Scheduled Reports

D.Time-based Workflow Rules

Question 155

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A.Push Notifications

B.Case Feed

C.Omni-channel Supervisor

D.Next Best Actions

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Question 151

Question 152

Question 153

Question 154

Question 155

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