Service-Cloud-Consultant Free Practice Test

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?

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

Correct Answer: D

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

1. A. Both Service Reps can chat with the Customer.
2. B. The Customer does not know they were transferred.
3. C. The Chat Transcript and Case are transferred.
4. D. The Customer is shown the new Representative's Name

Correct Answer: CD

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

1. A. Add the Knowledge Component to the Service Console.
2. B. Add the Knowledge tab to the Console app.
3. C. Create email templates with Knowledge Articles attached.
4. D. Add the Suggested Article widget to the Case page layout.

Correct Answer: A

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

1. A. Change the org-wide default for cases and contacts internal access to private.
2. B. Update the case assignment rule to add the site member to the predefined case team.
3. C. Create a sharing rule to share the contact record with the site member.
4. D. Set up a sharing set to grant access based on the site member's contact record.

Correct Answer: D

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

1. A. Add the Knowledge related list to the Case record page.
2. B. Add the Knowledge tab to the Service Console.
3. C. Add Knowledge Data Categories to each Case.
4. D. Add the Knowledge Component to the Case record page.

Correct Answer: D