Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 32)

Question 151

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A.Create the custom fields for the slide type

B.Create the data categories and set up the data category values.

C.Set up the article actions and assign publishers to each action

D.Set up a zip file that contains the CSV, HTML, and image files.

E.Set the publication status of the article tame to draft status

Question 152

UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A.Customer Chatter groups

B.On-Demand Email-to-Case

C.Email-to-Case

D.Web-to-Case

Question 153

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A.Hire a certified developer to write an apex trigger that creates each new activity.

B.Provide a macro that will automatically create the activities when executed.

C.Add an object-specific custom quick action to create new activities.

D.Assign a single agent to create the activities on all new onboarding cases.

Question 154

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A.Approval Process that assigns an Article to a Reviewer Queue.

B.Data Category to assign an article record type to a Reviewer.

C.Knowledge Action to Publish an Article once the Article is approved.

D.Validation Rules for article record types to verify all fields during creation.

Question 155

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

A.Create user profiles or permission sets

B.Create an iframe to display the chat window

C.Enable Chatter Messenger for the organization

D.Enable Live Agent for the organization

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Question 151

Question 152

Question 153

Question 154

Question 155

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