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Salesforce Service Cloud Administration Sample Questions (Q25-Q30):
NEW QUESTION # 25
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Contract details related to the entitlement
- B. Knowledge articles attached to the case
- C. Products and assets associated to the case
- D. Articles appearing in the Knowledge sidebar
Answer: B
NEW QUESTION # 26
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the knowledge component to the service console.
- B. Add the knowledge tab to the console app.
- C. Create email templates with knowledge articles attached.
- D. Add the suggested article widget to the case page layout.
Answer: A
NEW QUESTION # 27
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Create escalation rules to re-assign cases after SLAs have expired.
- B. Enable the Service Cloud Console and Knowledge sidebar for agents.
- C. Enable and use Chatter feed tracking onthe case object.
- D. Create case teams and introduce swarming to resolve cases.
Answer: C,D
NEW QUESTION # 28
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Emall-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION # 29
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Visual Workflow
- B. Case Assignment Rules
- C. Omni-Channel
- D. Case Auto-Response Rules
Answer: C
NEW QUESTION # 30
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