Salesforce Service Cloud Consultant Quiz 27 Topic 2 Questions 131-135

Question: 1

Universal Containers has built a custom Visualforce page called 'Knowledge' that is used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

Choose 2 answers

ARemove Apex code references to the Article RecordType field.

BConfigure the Visualforce page to use the Lightning Design System.

CRename the Visualforce page to 'Lightning Knowledge'

DRemove Apex code references to the ArticleType field.

Show Answer

Question: 2

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

AUse Visualforce to create a wizard for each process

BOrganize the fields on the page layout to match each process

CUse Visual Workflow to streamline the process

DCreate a custom object for each step in the process

Show Answer

Question: 3

For which purpose should a contact center use Visual Flow?

ATo assign follow-up tasks to an agent one week after a case is closed.

BTo automatically assign cases to a specific queue based on the customer support level

CTo escalate to the support manager if it has been open for more than 72 hours

DTo automate business processes for agents who troubleshoot customer support issues via phone

Show Answer

Question: 4

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

AThey are members of that Queue

BThey have a Contact Manager Profile

CIf the OWD for sharing cases is Public Read/Write/Transfer

DThey are higher in the Role Hierarchy than a Queue Member

EAll of the above

Show Answer

Question: 5

If you delete a case, which two also get deleted? (Choose two answers)

AAccount

BSolution

CEvent

DAttachments

Show Answer

Salesforce Service Cloud Consultant Quiz:27 Topic:2 Questions:131-135