Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 18)

Question 81

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.The specific Quick Action must be added to the CaseFeed.

B.The specific Quick Action must be added to the Case record page.

C.Global Actions need to be on the publisher layout.

D.Quick Actions must be enabled in the org.

Question 82

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A.Read/Write

B.Visible in Portal

C.Read Only

D.Private

Question 83

What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

A.Enable Debug Omni Channel routing configuration in SttUp.

B.Log in as a user who is enabled for Omni-Channel access.

C.Open the record you want to route.

D.Open the Omni-Channel Supervisor tab.

E.Change the owner to a queue associated with the routing configuration,

Question 84

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A.Import the records and create a workflow rule to change the data type.

B.Deduplicate the data before importing into Salesforce,

C.Import the records and use Duplicate Management.

D.Install the Data Quality Analysis Dashboards from the AppExchange.

E.Standardize all rows to match Salesforce data types.

Question 85

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

A.Unique page layouts for each Case Record Type

B.Access to Knowledge Articles

C.Utility Bar

D.Open multiple case records as tabs and sub tabs

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