Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 8)

Question 31

universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

A.Social Conversation component

B.Omni channel

C.Appexchange solution

D.Custom lightning component

Question 32

Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?

A.Plan, prepare, validate, execute, test

B.Prepare, plan, validate, execute, test

C.Plan, prepare, test, execute, validate.

D.Prepare, plan, Test, execute, validate.

Question 33

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

A.Add Data Category Groups.

B.Create Synonym Groups.

C.Enable Suggested Articles.

D.Create Article Translation.

Question 34

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

A.Create and assign permission sets to give agents social account access.

B.Select two Twitter or Facebook accounts.

C.Enable the Moderation feature to automatically create cases from posts.

D.Retrieve Social Studio credentials.

Question 35

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A.Create a Chatter group and invite the customer to join with an external chatter user.

B.Create a Visualforce page on the customer community portal.

C.Set up communication channel layouts in the object manager to use Insert Article into Social post.

D.Set up insert Article into Social post and enable the customer community portal.

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Question 31

Question 32

Question 33

Question 34

Question 35

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