Free Access Salesforce.Service-Cloud-Consultant.v2026-01-22.q107 Practice Test (Page 18)

Question 81

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

A.Articles appearing in the Knowledge sidebar

B.Knowledge articles attached to the case

C.Contract details related to the entitlement

D.Products and assets associated to the case

Question 82

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

B.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

C.Configure the new app in developer org and use an unmanaged package to deploy to production.

D.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Question 83

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case
processing from Tier l and know how far Tier l had progressed in troubleshooting?

A.Path for Cases

B.Service Console Macros

C.Lightning Guided Engagement

D.Lightning Flow Component

Question 84

The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented:
* Billing support team: New, Under Review, In Progress, Blocked, Closed
* Product development team: New, Under Review, In Progress, Closed
How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?

A.Create a Path widget to visualize each team's lifecycle.

B.Use dynamic forms to hide unnecessary options for each team's lifecycle.

C.Use Support Processes for each team's lifecycle.

Question 85

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

A.Assign team-based profiles to the associated product article types

B.Assign team-based roles to the associated product data category value

C.Assign team-based roles to the associated product article types

D.Assign team-based profiles to the associated product data category value

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Question 81

Question 82

Question 83

Question 84

Question 85

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