Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 23)

Question 106

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

A.Create a sharing rule to share the contact record with the site member.

B.Set up a sharing set to grant access based on the site member's contact record.

C.Change the org-wide default for cases and contacts internal access to private.

D.Update the case assignment rule to add the site member to the predefined case team.

Question 107

What is the capability of case feed?

A.Switch from case feed to standard detail pages using a console component

B.Embed case feed functionality within a visual force page.

C.Add custom visual force pages to the case feed page layout.

D.Enable call control using the CTI case feed publisher.

Question 108

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A.Reduced support channels

B.Increased call deflection

C.Optimized use of resources

D.Increased call routing accuracy

E.Reduced issue resolution time

Question 109

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A.Allow agents to create Knowledge articles when closing a case.

B.Require agents to create Knowledge articles when opening a case.

C.Add the Submit Feedback buttonon the Solutions tab.

D.Add the Submit Feedback button to articles.

Question 110

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.The Macros widget or utility must be added to the console.

B.Publisher Actions used in the macros must be on the page layout.

C.The Run Macros Action must be on the page layout.

D.Users must use Lightning Experience.

E.The Run Macros Permission must be granted to users.

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Question 106

Question 107

Question 108

Question 109

Question 110

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