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Salesforce Service Cloud Administration Sample Questions (Q26-Q31):

NEW QUESTION # 26
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a single data category group for each division and provide access using the role hierarchy.
B. Create a sharing rule for each division to provideaccess based on criteria of the article.
C. Create separate data category groups for each division and assign the category to a division profile.
D. Create a sharing rule for each division to provide access using the role hierarchy.

Answer: A

NEW QUESTION # 27
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A. Configure the case list under custom console components so users can view the list view along with the case view
B. Build a customer visual force page with the list view and assign it to the console sidebar.
C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
D. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view

Answer: C

NEW QUESTION # 28
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Omni-Channel Utility Component
B. Cases report sorted by Rep and Case Owner
C. Cases report sorted by Rep and Case CreatedDate
D. Omni-Channel Supervisor tab

Answer: D

NEW QUESTION # 29
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D. Set up IVR with an automated response for customers affected by the recall to defect calls.

Answer: D

NEW QUESTION # 30
Which case submission process leverages Apex email services?

A. Email-to-Case
B. Web-to-Case
C. On-demand Email-to-Case
D. Case submitted using chat

Answer: C

NEW QUESTION # 31
......

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