Salesforce Service Cloud Consultant Quiz 52 Topic 1 Questions 256-260

Question: 1

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

AProcess Builder Scheduled Actions

BTime-based Workflow Rules

CScheduled Reports

DMilestone Actions

Show Answer

Question: 2

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

ADynamic list updates

BQuick Text

CMulti -monitor support

DKeyboard Shortcuts

ECase hover

Show Answer

Question: 3

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

AAdjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

BAdd development resources to the project team to build out the additional requirements.

CAdjust the project scope to accommodate new requirements and continue with the original project schedule

DDocument the requirements gap and communicate development options to the project team

Show Answer

Question: 4

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)

ACreate the data categories and set up the data category values.

BSet up a zip file that contains the CSV, HTML, and image files.

CCreate the custom fields for the slide type

DSet up the article actions and assign publishers to each action

ESet the publication status of the article tame to draft status

Show Answer

Question: 5

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

AHave agents manually create Users when Community access is requested by Customers.

BHave agents provide Customers with Community registration instructions when working a case.

CIdentify active Customers and send them registration instructions via email.

DSend email notifications to all Customers to join the Community.

Show Answer

Salesforce Service Cloud Consultant Quiz:52 Topic:1 Questions:256-260