Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 15)

Question 66

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A.Assign users to a Public Group with access to the service console app.

B.Assign users to a Permission Set granting the Service User license.

C.Assign users to a Permission Set with access to the service console app.

D.Assign users the Service User license on their User record.

Question 67

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support
agents via email. Which options are available with Email-to-Case? (Choose 2)

A.Follow-up emails and attachments related to a case are attached to the case

B.Only one inbound email address can be used for Email-to-Case

C.Assignment, escalation, and workflow rules are processed on inbound emails

D.Follow-up emails related to a case will update the case comments

Question 68

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A.Use Process Builder with Scheduled Actions

B.Enable Omni-Channel Routing.

C.Define Entitlement and Milestones.

D.Configure Case Escalation Rules.

Question 69

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A.A sharing rule to ensure record access is granted based on criteria of the case.

B.A sharing set to grant the Customer Community user access to records associated to their Contact record.

C.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

D.An organization-wide default of Public Read/Write on the Case object.

Question 70

Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

A.Create a Visualforce page called Knowledge sidebar on the case page layout.

B.Enable the Knowledge sidebar setting in the case support settings.

C.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

D.Enable the Knowledge sidebar related list on the case page layout.

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Question 66

Question 67

Question 68

Question 69

Question 70

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