Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 2)

Question 1

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles
from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A.Verify that each article type has field level security on all fields set to read-only prior to import, in order
to prevent any loss of data.

B.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that
matches its structure and content.

C.Convert any articles containing HTML into plain text before importing because HTML is NOT
supported in any article field types.

D.Prepare a single .csv file that can be used to migrate all articles types at once and include with a
properties file in a .zip for import.

Question 2

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A.Number of articles attached to a case

B.Numberof cases escalated by agent

C.Number of articles created by agent

D.Number of solutions created by agent

Question 3

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

A.Social Conversation Component

B.Omni-Channel

C.Custom Lightning Component

D.AppExchange solution

Question 4

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A.Upload the images into Salesforce prior to importing the articles

B.Ensure that each image does NOT exceed the maximum of 25 MB

C.Convert all images to .jpeg, as this is the only supported file type

D.Include images in an .html file using the image tag and src attribute

Question 5

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A.Create a joined report that includes fields for call center location, agent, calendar month, and first-call
resolution.

B.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
resolution.

C.Create a list view report that includes fields for call center location, agent, calendar month, and first-call
resolution.

D.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
first-call resolution.

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