Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
A. Data Category to assign an Article Type to a Reviewer
B. Validation Rules for Article Types to verify all fields during creation
C. Knowledge Action to Publish an Article once the Article is approved
D. Approval Process that assigns an Article to a Reviewer Queue
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
A. Contact list view edit time
B. Contact report run time
C. Contact view page load time D. Contact related list load time
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A. Create a case report to show all cases across tiers filtered by an escalation flag.
B. Create an approval process to ensure only the appropriate cases get escalated.
C. Create a case report to show the number of cases for each tier and sort them by case owner.
D. Create a custom trigger to generate history when cases get escalated between tiers.
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
A. Company Community
B. Employee Community
C. Customer Community
D. Partner Community
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D. Configure the new app in developer org and use an unmanaged package to deploy to production.
How should a consultant provide suggested article functionality to lightning service console users?
A. Add the suggested article widget to the case page layout.
B. Add the knowledge component to the service console.
C. Create email templates with knowledge articles attached.
D. Add the knowledge tab to the console app.
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
A. Prepare, Plan, Test, Execute, Validate
B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Validate, Execute, Test
D. Plan, Prepare, Validate, Execute, Test
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
A. Escalated cases by account month to date
B. High priority cases opened by account month to date
C. Time spent by account year to date
D. New cases opened by the account channel
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
A. Omni-Channel
B. Page Layouts
C. Record Types
D. Support Processes
E. Article Types
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