Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 14)

Question 61

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A.Reduced issue resolution time

B.A knowledge article life cycle that evolves based on usage and demand

C.A knowledge article life cycle that is implemented correctly the first time and does not need to change

D.Reduced first contact resolution

Question 62

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

A.Define Case Escalation Rules

B.Create a Case Macro

C.Configure Process Builder

D.Activate a Validation Rule

Question 63

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A.Web-to-Case

B.On-Demand Email-to-Case

C.Salesforce for Outlook

D.Email-to-Case

Question 64

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A.Case Escalation

B.Case Milestones

C.Entitlements

D.Omni-Channel

Question 65

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

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

C.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.

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.

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Question 61

Question 62

Question 63

Question 64

Question 65

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