Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 13)

Question 56

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A.Display articles with HTML, images, and links.

B.Display articles in a public knowledge base.

C.Display articles in Salesforce Answers.

D.Publish articles to the Web using Salesforce Publisher.

Question 57

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A.Install an adapter from AppExdiange to work with third-party on systems.

B.Create a softphone layout and assign to user profiles.

C.Assign the correct Salesforce users to the Call Center.

D.Enable Live Agent in their community to chat with an agent.

E.Assign the Salesforce CTI license to Salesforce users.

Question 58

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A.Customize the Lightning Console chat page.

B.Customize the Pre-chat form.

C.Configure Lightning Guided Engagement.

D.Configure a Live Chat Validation Rule.

Question 59

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

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

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

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

Question 60

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

A.Chat

B.Escalation Rules

C.Case Auto-Response

D.Facebook Messaging

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