Salesforce Service Cloud Consultant Quiz 54 Topic 7 Questions 266-270

Question: 1

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

AThe specific Quick Action must be added to the Case Feed.

BGlobal Actions need to be on the publisher layout.

CThe specific Quick Action must be added to the Case record page.

DQuick Actions must be enabled in the org.

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Question: 2

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.

How should a consultant correct this problem?

AGrant Authors access to the FAQ record type.

BAdd Authors to the FAQ Data Category.

CGrant Authors access to the FAQ article type.

DSet Article Org Wide Default to Public ReadWrite.

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Question: 3

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

AAgents can use telephony on a wide range of browsers and operating systems while only developing once.

BDevelopers can embed API calls and processes on web pages to automate call handling processes.

CDevelopers can integrate with any telephony platform available with little to no need for customization.

DAgents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

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Question: 4

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

AAssign users to a Permission Set granting the Service User license.

BAssign users to a Permission Set with access to the service console app.

CAssign users the Service User license on their User record.

DAssign users to a Public Group with access to the service console app.

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Question: 5

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

ASet up Milestones.

BEnable Work Orders.

CCreate an Entitlement Process.

DConfigure Service Contracts.

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Salesforce Service Cloud Consultant Quiz:54 Topic:7 Questions:266-270