Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 16)

Question 71

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

A.Assign article managers to publication teams and specific publication states to each team.

B.Assign article managers to public groups and specific article actions to each group.

C.Assign article managers to publication teams and specific article actions to each team.

D.Assign article managers to public groups and specific publication states to each group.

Question 72

Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

A.The Amde Type field is no longer accessible via SOQi or the API.

B.Only Published articles are available in the API.

C.Users must have Modify AM permission to delete archived articles.

D.URL formats for articles drffer between Classic and Lightning Knowledge.

E.After the migration, an integration process that manages the articles' lifecyde by archiving and

Question 73

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A.Create case teams and introduce swarming to resolve cases.

B.Create escalation rules to re-assign cases after SLAs have expired.

C.Enable the Service Cloud Console and Knowledge sidebar for agents.

D.Enable and use Chatter feed tracking on the case object.

Question 74

universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

A.Dashboad folder sharing

B.Org wide default for cases set to private

C.Case Object permissions set to create and read

D.Dynamic dashboards

Question 75

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A.Salesforce for Outlook

B.On-Demand Email-to-Case

C.Web-to-Case

D.Email-to-Case

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Question 71

Question 72

Question 73

Question 74

Question 75

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