Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 4)

Question 11

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A.Data loader, change sets, and Force.com Excel Connector

B.Visual Studio Code and change sets

C.Mass Transfer Records, change sets, and Visual Studio Code

D.Visual Workflow, data loader, and Force.com IDE

Question 12

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A.A separate .csv import file is uploaded for each article type

B.One .csv import file is uploaded for all article types

C.A separate .csv import file is uploaded for each data category

D.Attachments and .html files must be referenced in a corresponding .zip file

E.Each article must be associated to an article type

Question 13

universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A.create the necessary objects in SF

B.Create SF cases to have omni channel enabled

C.From setup select omnichannel and select enable omni channel

D.customize service channel settings to define how the org receives work various sources

Question 14

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A.All open Cases by Priority

B.All Cases by Customer

C.Case resolution time

D.All Cases closed Month-to-date

E.All open cases by Channel

Question 15

Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

A.Implement record types and pege layouts.

B.Improve Validation Ru!e messages.

C.Use Einstein Next Best Action.

D.Configure Path for Cases.

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