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Moreover they impart you information in the format of Service-Cloud-Consultant questions and answers that is actually the format of your real certification test.NEW QUESTION 24
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)- A. Create the data categories and set up the data category values.
- B. Set the publication status of the article tame to draft status
- C. Create the custom fields for the slide type
- D. Set up a zip file that contains the CSV, HTML, and image files.
- E. Set up the article actions and assign publishers to each action
Answer: A,D,E
NEW QUESTION 25
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?- A. Create an agent profile for each channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent role for each channel grouping.
Answer: B
NEW QUESTION 26
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.- A. Track social sentiment across social media outlets
- B. Hire more agents for the contact centers
- C. Configure entitlements and milestones to enforce SLAs
- D. Improve the training provided to existing agents
Answer: B,D
NEW QUESTION 27
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?- A. Local Presence
- B. Open CTI
- C. Macros
- D. Lightning Dialer
Answer: D
NEW QUESTION 28
Universal containers wants to provide its 20 million customers with a portal where they can:- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Employee Community
- B. Partner Community
- C. Customer Community
- D. Sites
Answer: C
NEW QUESTION 29
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