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Salesforce Administer and Maintain Service Cloud Sample Questions (Q45-Q50):

NEW QUESTION # 45
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

  • A. Crreate an article action for each record type;assign record types to service agents
  • B. Create a permission set for each record type ;assignpermisisons to service agents
  • C. create a data category for each product assign data categories to service agents.
  • D. Create a page layout for each record type ;assign layouts to servce agents

Answer: C

Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5


NEW QUESTION # 46
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. Enable Suggested Articles.
  • B. Add Data Category Groups.
  • C. Create Article Translation.
  • D. Create Synonym Groups.

Answer: A

Explanation:
Suggested Articles is a feature that automatically recommends relevant knowledge articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Suggested Articles can help decrease the time it takes to close cases by providing agents with quick access to the information they need to solve the customer's problem. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview


NEW QUESTION # 47
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

  • A. Develop a globally-shared macro to create a new article.
  • B. Create a Quick Action to map case fields to a new article
  • C. Use a trigger to automatically create a new article.

Answer: B

Explanation:
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.


NEW QUESTION # 48
Universal containers would like for articles to be suggested to agents based on
information they are typing into the case. What solution should a consultant
recommend?

  • A. Enable the knowledge sidebar setting in the case support settings.
  • B. Create a visualforce page called knowledge sidebar on the case page layout.
  • C. Enable the knowledge sidebar related list on the case page layout.
  • D. Create a salesforce console for service and enable the knowledge sidebar on
    the case page layout.

Answer: A


NEW QUESTION # 49
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

  • A. OmniStudio
  • B. Salesforce Chat
  • C. Case auto-response rule

Answer: B

Explanation:
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.


NEW QUESTION # 50
......

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