Free Service-Cloud-Consultant Exam Braindumps

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

1. A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
2. B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
3. C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
4. D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Correct Answer: C

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

1. A. Define case auto-response rules.
2. B. Estabalish case assignment rules.
3. C. Use Flow Builder to create a flow with scheduled path.
4. D. Configure case escalation rules.

Correct Answer: D

Universal Containers 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 Agreement. Which feature should the Consultant consider?

1. A. Omni-Channel
2. B. Entitlements
3. C. Case Escalation
4. D. Case Milestones

Correct Answer: B

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

1. A. Contact Requests
2. B. Social Customer Service
3. C. Embedded Chat Window
4. D. Open CT1

Correct Answer: C

Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step. What should a consultnat recommend to address this problem.

1. A. Define case escalation rules
2. B. Configure flow Builder /Process Builder
3. C. Activate a validation rule
4. D. Create a Case Macro

Correct Answer: B