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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q19-Q24):
NEW QUESTION # 19
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. Enable Article deliveries
- B. Configure Content Library permission
- C. Assign Article types to the Community
- D. Enable Public Solutions
- E. Publish Articles to external channels
Answer: C,D,E
NEW QUESTION # 20
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?
- A. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create a Salesforce Case to have Omni-Channel enabled.
- D. Create the necessary objects in Salesforce.
Answer: A
NEW QUESTION # 21
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Sites
- B. Force.com Web Services API
- C. Partner portal
- D. Self-service portal
- E. Customer portalPartner portal
Answer: A,B
NEW QUESTION # 22
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. High Volume Customer Portal
- C. Customer Community Plus
- D. Lightning External Apps Starter
Answer: C
NEW QUESTION # 23
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Activate quick test
- B. Configure LiveMessage
- C. Deploy Pre-Chat form
- D. Create quick actions
Answer: A,C
NEW QUESTION # 24
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