Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 33)

Question 156

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A.Lightning Guided Engagement

B.Quick Text

C.Macros

D.Visual Workflow

Question 157

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A.Set up the article actions and assign publishers to each action

B.Set up a zip file that contains the CSV, HTML, and image files.

C.Create the custom fields for the slide type

D.Set the publication status of the article tame to draft status

E.Create the data categories and set up the data category values.

Question 158

Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A.Assign users to Omni channel permissions.

B.Contact salesforce to have Omni channel enabled.

C.Assign users to the Omni channel feature license.

D.Enable Omni channel in setup.

Question 159

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A.Create an FAQ article type and configure theenable suggested articles option in support settings.

B.Create an FAQ article type and enable the submit articles feature on the case close page layout.

C.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

D.Define a data category called FAQ and assign category visibility to users in the contact centre role.

Question 160

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

A.Assign article managers to public groups and specific publication states to each group.

B.Assign article managers to public groups and specific article actions to each group.

C.Assign article managers to publication teams and specific article actions to each team.

D.Assign article managers to publication teams and specific publication states to each team.

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Question 156

Question 157

Question 158

Question 159

Question 160

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