Free Access Salesforce.Service-Cloud-Consultant.v2022-08-16.q199 Practice Test (Page 4)

Question 11

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A.Create multiple agent console applications and configure the Iayout based on the user's requirements.

B.Create case page layouts for each interaction channel and assign them to different agent profiles.

C.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

D.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Question 12

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the
quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A.Contact Salesforce to send a report on article efficacy.

B.Send out a monthly survey to customers requesting feedback.

C.Install Knowledge Base Dashboards and Reports AppExchange package.

D.Create a group of super users that will evaluate and manage articles.

Question 13

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

A.Article Record Types must be created before the import.

B.Multiple Article Record Types can be imported in the same CSV.

C.Each Article Record Type must be in a separate CSV.

D.Article Record Types will be created as part of the import.

Question 14

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A.Use the Salesforce data loader to load and cleanse the data.

B.Cleanse the data outside of Satesfbrce and then migrate the data.

C.Use the Salesforce import wizard to load and cleanse the data.

D.Upload the data into Salesforce and then run data cleansing tools.

Question 15

Forwhich purpose should a contact center use Visual Flow?

A.To escalate to the support managerif it has been open for more than 72 hours

B.To assign follow-up tasks to an agent one week after a case is closed.

C.To automate business processes for agents who troubleshoot customer support issues via phone

D.To automatically assign cases to a specific queue based on the customer support level

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Question 11

Question 12

Question 13

Question 14

Question 15

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