Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
A. Create Synonym Groups.
B. Create Article Translation.
C. Enable Suggested Articles.
D. Add Data Category Groups.
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
A. Create a task related to the article with a reminder set for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Set the article publish date to automatically display the article on the start datE.
D. Send an email reminder to update the article status to Published on the start date.
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.
What process is a use case for Visual workflow? Choose 3 answers
A. Field validation during case creation
B. Cross-self promotions for representatives
C. Assignment of email to a case queue based on subject
D. Decision-based troubleshooting for representatives
E. Caller verification and creation of a new case
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
A. # of articles per agent
B. Most popular articles
C. # of cases via email
D. Total cases created
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only Salesforce exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your SERVICE-CLOUD-CONSULTANT exam preparations and Salesforce certification application, do not hesitate to visit our Vcedump.com to find your solutions here.