Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 40)

Question 191

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A.Assign users to a Permission Set granting the Service User license.

B.Assign users to a Public Group with access to the service console app.

C.Assign users to a Permission Set with access to the service console app.

D.Assign users the Service User license on their User record.

Question 192

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers

A.Enable templates for written responses.

B.Increase the number of agents.

C.Employ surveys to confirm customer satisfaction.

D.Improve the agent interface.

Question 193

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A.Use anassignment rule to assign new cases to the product manager

B.Use a workflow rule to send an email to the product manager

C.Use an escalation rule to move cases into the product manager queue

D.Use Chatter case feed and case teams to monitor cases

Question 194

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A.Service Console case creation configuration

B.Lightning Console enablement

C.Call Center Definition File creation

D.CTI Adapter configuration

Question 195

Universal Containers wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A.Customer Community

B.Company Community

C.Partner Community

D.Employee Community

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