Free Service-Cloud-Consultant Exam Braindumps

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

1. A. Approval Process that assigns an Article to a Reviewer Queue.
2. B. Knowledge Action to Publish an Article once the Article is approved.
3. C. Validation Rules for article record types to verify all fields during creation.
4. D. Data Category to assign an article record type to a Reviewer.

Correct Answer: AD

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest? Choose 2 answers

1. A. Standard Email-to-case
2. B. On-Domand Emali-to-Case
3. C. Apex Email Service
4. D. Web-to-Case forms

Correct Answer: AB

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 to any article field types.
2. B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
3. C. 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.
4. D. Prepare a single .csv file that can be used to migrate all article types at once and include with
5. E. properties file in a.zip for import

Correct Answer: B

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

1. A. Service Console Macros
2. B. Lightning Guided Engagement
3. C. Path for Cases
4. D. Lightning Flow Component

Correct Answer: B

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

1. A. customer satisfaction Survey
2. B. Customer Purchase History
3. C. Customer Support Requests
4. D. Net promoter Score
5. E. Service Level Agreement

Correct Answer: ABD