Salesforce Service Cloud Consultant Quiz 28 Topic 4 Questions 136-140

Question: 1

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

ACustom indexes

BTiered data strategy

CRecord types

DDivisions

ECustom search

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Question: 2

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

AAssign article managers to public groups and specific article actions to each group.

BAssign article managers to publication teams and specific article actions to each team.

CAssign article managers to public groups and specific publication states to each group.

DAssign article managers to publication teams and specific publication states to each team.

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Question: 3

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)

ACreate escalation rules to re-assign cases after SLAs have expired.

BEnable the Service Cloud Console and Knowledge sidebar for agents.

CCreate case teams and introduce swarming to resolve cases.

DEnable and use Chatter feed tracking on the case object.

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Question: 4

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

AVerification of the production migration checklist

BApproval of test scripts from the business lead

CVerification that sample data has been loaded

DFund customer approval on training materials

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Question: 5

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.

How should the requirement be met?

ACreate a custom report

BCreate a custom related list on the case

CCreate a custom view on the Case tab

DCreate a custom Visualforce page

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Salesforce Service Cloud Consultant Quiz:28 Topic:4 Questions:136-140