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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q45-Q50):
NEW QUESTION # 45
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Set the final approval action to "Lock the record for editing".
- B. Agents must click Publish after the Approval Process.
- C. Approve articles from the Knowledge approval page to Publish.
- D. The Approval Process will automatically Publish.
Answer: C
Explanation:
Explanation
Approving articles from the Knowledge approval page to Publish is a necessary step to make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected.
Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_page.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_article_visibility.htm&type=5
NEW QUESTION # 46
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the pre-chat form.
- B. Customize the lightning console that page.
- C. Configure a chat validation rule.
- D. Configure lightning guided engagement.
Answer: A
NEW QUESTION # 47
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and account teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: A
Explanation:
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 48
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Implement team productivity dashboards.
- B. Enable templates for written responses.
- C. Streamline the agent interface.
- D. Offer supports through Facebook and twitter.
Answer: B,C
NEW QUESTION # 49
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure Omni-Channel Supervisor tab and 3rd party access.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Live Agent Supervisor tab and Whisper Messages.
- D. Add the Live Agent Component to the Utility bar.
Answer: C
NEW QUESTION # 50
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