Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 13)

Question 56

Which support channel requires the smallest amount of agent work time?

A.Web to case

B.Web self service

C.Email to case

D.Chat

Question 57

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

A.Verify that users are assigned the Chat user profile

B.Verify that users have access to the Chat public group.

C.Verify that users are assigned the Chat feature license.

D.Verify that users have access to the Chat buttons.

Question 58

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue
for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to
completion in Chatter?

A.Bookmark all the comments related to the issue from SMEs

B.Use hashtag (#) to track the customer case and SMEs comments

C.@mention the SMEs on the case Chatter feed and follow the case

D.Follow the SMEs to receive automatic updates when they add case comments

Question 59

What statement is true about the Salesforce Knowledge article lifecycle?

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

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

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

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

Question 60

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

A.Service Cloud Portal

B.High Volume Customer Portal

C.Customer Community Login

D.Partner Community Login

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Question 56

Question 57

Question 58

Question 59

Question 60

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