SERVICE-CLOUD practice questions 51–60

1. Question 51 · 97 in bank

   Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?

   • ACustomize service channel settings to define how the organization receives work from various sources.
   • BCreate the necessary objects in Salesforce.
   • CFrom Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
   • DCreate a Salesforce Case to have Omni-Channel enabled.

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   Answer: C

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2. Question 52 · 97 in bank

   Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a consultant recommend to meet this requirement?

   • AImplement Salesforce Field Service.
   • BConfigure Visual Flows on Salesforce mobile.
   • CIntegrate with an enterprise resource planning system.
   • DDevelop and publish a knowledge management system.

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   Answer: A

   Explanation

   C is correct. Salesforce Field Service is an extension of Service Cloud that provides a comprehensive view of workforce management. While ERP is inventory management system. We talk about inventory in this question.

   Source: Adapted from community discussion — Mims22

   References

   • Salesforce Help

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3. Question 53 · 97 in bank

   Ursa Major Solar sells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to improve the support experience while providing expert-level support?

   • AWorkforce Engagement Self Scheduling
   • BOmni-Channel Routing
   • CVisual Remote Assistant
   • DField Service Scheduler

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   Answer: C

   Explanation

   C is correct. I have implemented VRA for a company and this means real time video conversation with the customer without having to dispatch workers at high cost or having to wait weeks for an on-site appointment. So this will improve the support experience.

   Source: Adapted from community discussion — Mims22

   References

   • Salesforce Help
   • Salesforce Help

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4. Question 54 · 97 in bank

   Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements. Which feature should the consultant consider?

   • ACase Milestones
   • BEntitlements
   • COmni-Channel
   • DCase Escalation

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   Answer: B

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5. Question 55 · 97 in bank

   Select 2

   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 two.)

   • ACreate a case assignment rule to ensure cases are owned by a user when closed.
   • BCreate a case validation rule to ensure cases are owned by a user when closed.
   • CUse a data tool to update the owner field on closed cases.
   • DCreate a Process Builder and Flow to change the owner on closed cases.

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   Answer: BC

   Explanation

   A: It works only when the record is created not updated B: solve the problem for the new records C: Solve the problem for the historical records D: Isn't necessary due to B

   Source: Adapted from community discussion — Dani_V

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6. Question 56 · 97 in bank

   Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?

   • AStandard Email-to-Case
   • BOmni-Channel routing
   • CWeb-to-Case forms
   • DOn-Demand Email-to-Case

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   Answer: D

   Explanation

   "based on the number of user licenses (currently 1,000 times the number of user licenses)." has an email size limit of 25MB.

   Source: Adapted from community discussion — gekexak257

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7. Question 57 · 97 in bank

   Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?

   • AOn-Demand Email-to-Case
   • BEmail-to-Case
   • CWeb-to-Case
   • DOutlook Integration

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   Answer: B

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8. Question 58 · 97 in bank

   Select 2

   Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? (Choose two.)

   • AEach Article Record Type must be in a separate CSV.
   • BArticle Record Types must be created before the import.
   • CArticle Record Types will be created as part of the import.
   • DMultiple Article Record Types can be imported in the same CSV.

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   Answer: AB

   Explanation

   Hi, I am not sure about your answer as it's different in the two comments you posted. By the way, this article here https://help.salesforce.com/s/articleView?id=sf.knowledge_article_importer.htm&type=5 says that "In Lightning Knowledge, you can import articles of multiple record types at once." It should be at the second bullet point. I d'say it's B and D.

   Source: Adapted from community discussion — The_Consultant_93

   References

   • Salesforce Help

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9. Question 59 · 97 in bank

   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?

   • AUse the Lightning Knowledge Migration Tool and choose 'include files'.
   • BUse the Files Related List on each article to add files to your articles.
   • CPost the Files to the Chatter Feed on each Article.
   • DUpload the files as Documents, then relate them to the migrated Articles.

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   Answer: D

   Explanation

   Option D can ensure that the file attachments previously associated with your Classic Knowledge articles are correctly linked to the corresponding Lightning Knowledge articles. This allows you to maintain the integrity of your knowledge base during the migration process.

   Source: Adapted from community discussion — Nelo72

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10. Question 60 · 97 in bank

    Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

    • ACreate separate data category groups for each division and assign the category to a division profile.
    • BCreate a sharing rule for each division to provide access using the role hierarchy.
    • CCreate a sharing rule for each division to provide access based on criteria of the article.
    • DCreate a single data category group for each division and provide access using the role hierarchy.

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    Answer: D

    Explanation

    'A' cannot be an option as there can be only 3 active Data Category Group at a time. Back to 'D' as the appropriate answer

    Source: Adapted from community discussion — Naskarbhai

    References

    • Salesforce Help

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SERVICE-CLOUD practice, question 51. 97 questions available.