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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q124-Q129):
NEW QUESTION # 124
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
Answer: D
Explanation:
Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email- to-Case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_email_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5
NEW QUESTION # 125
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
Answer: A,D
NEW QUESTION # 126
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
Answer: B,D,E
NEW QUESTION # 127
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
Answer: A
Explanation:
Granting authors access to the FAQ record type is the recommended solution to correct the problem of authors being unable to create FAQ article types after migration from Knowledge to Lightning Knowledge. A record type is a way of defining different business processes, page layouts, and picklist values for different types of records within an object. A record type can be used to control which users can create, view, edit, or delete records of that type. When migrating from Knowledge to Lightning Knowledge, each Classic article type becomes a Lightning record type. Therefore, granting authors access to the FAQ record type can enable them to create FAQ articles in Lightning Knowledge. Verified References: [Service Cloud Consultant Certification Guide & Tips], Record Types Overview
NEW QUESTION # 128
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
Answer: C
NEW QUESTION # 129
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