Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 26)

Question 121

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A.Use the data loader to import unstructured articles

B.Create a separate .csv for each article type

C.Map articles with HTML sections to rich text area fields

D.Use change sets to import data categories

Question 122

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.Cases report sorted by Rep and Case CreatedDate

B.Omni-Channel Utility Component

C.Cases report sorted by Rep and Case Owner

D.Omni-Channel Supervisor tab

Question 123

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

A.Use Omni-Channel Supervisor to monitor agents' chat sessions.

B.Use Einstein Chat Insight to identify areas to improve.

C.Use skills-based routing in Salesforce Messaging.

D.Use an Einstein Bots Chat to handle common issues.

Question 124

Universal Containers support manager wants to share product-specific information with their customer
Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

A.Publish Articles to external channels

B.Configure Content Library permission

C.Enable Article deliveries

D.Assign Article types to the Community

E.Enable Public Solutions

Question 125

Why would customer upgrade from self-service to customer portal (Choose 3)?

A.Simpler and easier to configure

B.Access to custom objects

C.Branded site

D.Better reporting

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Question 121

Question 122

Question 123

Question 124

Question 125

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