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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q71-Q76):
NEW QUESTION # 71
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
NEW QUESTION # 72
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use an escalation rule to move cases into the product manager queue
- B. Use Chatter case feed and case teams to monitor cases
- C. Use a workflow rule to send an email to the product manager
- D. Use an assignment rule to assign new cases to the product manager
NEW QUESTION # 73
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Lightning Console
- C. Employee Community
- D. Field Service Lightning
NEW QUESTION # 74
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Total number of solutions created by agent
- B. Average number of knowledge articles published
- C. Number of total cases handled
- D. First contact resolution rate
NEW QUESTION # 75
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Enterprise admin
- C. Service Cloud portal (Customer Community)
- D. Sites
NEW QUESTION # 76
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