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Free Salesforce Service-Cloud-Consultant Practice Exam with Questions & Answers | Set: 3

Questions 21

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

Options:
A.

Omni-Channel Analytics

B.

Omni-Channel Utility component

C.

Omni-Channel Supervisor tab

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Questions 22

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.

Which solution should a consultant recommend to meet the requirements?

Options:
A.

Configure View All for the Case object and field-level security.

B.

Configure Case Team with Read Write and field-level security.

C.

Configure OWD for the Case object and implement Salesforce Shield.

Questions 23

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

Options:
A.

Customize Intents using Einstein Chatbots.

B.

Customize the Lightning Console chat page.

C.

Customize the pre-chat form.

Questions 24

Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.

Which solution should a consultant recommend to meet the requirement?

Options:
A.

Implement an Apex solution.

B.

Use a third-party app from AppExchange.

C.

Use custom case assignment rules.

Questions 25

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial

data are stored in other systems.

Which solution should a consultant recommend for integration?

Options:
A.

Utilize Apex with integrated External Objects.

B.

Utilize an AppExchange integration package.

C.

Utilize MuleSoft to integrate the systems.

Questions 26

Universal Containers is migrating from 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?

Options:
A.

Use the Files Related List on each article to add files to the articles.

B.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

C.

Upload the files as Documents, then relate them to the migrated articles.

Questions 27

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

Options:
A.

Publisher actions are on the page layout.

B.

All users have permission to create macros.

C.

The Lightning page contains the Run Macros action.

Questions 28

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right

knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?

Options:
A.

Configure Omni-Channel Skills-based Routing.

B.

Configure Case Assignment rule and Omni-Channel Supervisor.

C.

Configure Omni-Channel Queue-Based Routing.

Questions 29

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that

are incorrectly associated with the account assigned on the case.

What should a consultant recommend to meet the requirements and help service agents?

Options:
A.

Enable lookup filters.

B.

Configure a Quick Action.

C.

Set OWD sharing to Private.

Questions 30

The VP of service at Universal Containers wants to make it easier and faster for support

agents to send Knowledge articles to the customer.

What should a consultant configure to send the article to the customer?

Options:
A.

Create an auto-response rule that links to Knowledge articles.

B.

Create a Macro to send an email with Knowledge articles.

C.

Set up the Case Deflection component to share Knowledge articles.

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