Service-Cloud-Consultant Free Practice Test

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?

1. A. Assign team-based roles to the associated product article types
2. B. Assign team-based profiles to the associated product article types
3. C. Assign team-based roles to the associated product data category value
4. D. Assign team-based profiles to the associated product data category value

Correct Answer: C

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

1. A. Define Case Auto-Response Rules.
2. B. Establish Case Assignment Rules.
3. C. Create a Process Builder with Scheduled Actions.
4. D. Configure Case Escalation Rules.

Correct Answer: D

what approach should a consultant use to ensure that knowledge search only display articles for a servcie agents product specialization ?

1. A. Crreate an article action for each record type;assign record types to service agents
2. B. Create a page layout for each record type ;assign layouts to servce agents
3. C. Create a permission set for each record type ;assignpermisisons to service agents
4. D. create a data category for each product assign data categories to service agents.

Correct Answer: D

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? Choose 2 answers

1. A. Article Record Types must be created before the import.
2. B. Each Article Record Type must be in a separate CSV.
3. C. Article Record Types will be created as part of the import.
4. D. Multiple Article Record Types can be imported in the same CSV.

Correct Answer: AD

universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

1. A. Omni channel
2. B. Contact Requests
3. C. field service
4. D. Mobile connect

Correct Answer: C