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Salesforce Service Cloud Administration Sample Questions (Q33-Q38):
NEW QUESTION # 33
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Ensure that each image does NOT exceed the maximum of 25 MB
- D. Upload the images into Salesforce prior to importing the articles
Answer: A
NEW QUESTION # 34
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Define a custom List View.
- C. Keep all open in tabs.
- D. Use a second Console session.
Answer: A
NEW QUESTION # 35
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Create a Report of all active Entitlements grouped by Customers.
- B. Configure Success, Warning, and Violation Actions for Milestones.
- C. Add the Entitlements related list to the Account Page Layout.
- D. Configure Assignment Rules based on Case Priority.
Answer: C,D
NEW QUESTION # 36
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Live Agent Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
Answer: B
NEW QUESTION # 37
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Quick Actions must be enabled in the org.
- B. Global Actions need to be on the publisher layout.
- C. The specific Quick Action must be added to the Case record page.
- D. The specific Quick Action must be added to the Case Feed.
Answer: C,D
NEW QUESTION # 38
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