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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q17-Q22):

NEW QUESTION # 17
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

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

Answer: D

NEW QUESTION # 18
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Enable Case Merge.
B. Configuration a blocking duplicate rule
C. Create an auto-launched flow.
D. Set a validation rule

Answer: C

NEW QUESTION # 19
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

A. Set up an intuitive Data Category hierarchy
B. Enable and configure wildcards for article searches
C. Restrict the Manage Articles user permission
D. Require that an article be added when closing a case

Answer: A,B

Explanation:
Explanation
These are two actions that can address the lack of quality checking in the Knowledge One widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an action that can help organize and filter knowledge articles by topic or type. Data Categories can help agents find relevant articles based on their search criteria or case information. Enabling and configuring wildcards for article searches is an action that can help improve the accuracy and flexibility of article searches. Wildcards are symbols that can be used to replace one or more characters in a search term, such as * or ?. Wildcards can help agents find articles that match partial or variant words. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_search_wildcards.htm&type=5

NEW QUESTION # 20
Milestones can be added to which three object types?
Choose 3 Answers

A. Work order
B. Entitlement
C. Service
D. Account
E. Case

Answer: A,B,E

Explanation:
Explanation
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers. Cases are records that track customer issues or inquiries. Entitlements are units of customer support that specify what kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified References: Milestones: Supported Objects

NEW QUESTION # 21
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

A. Both Service Reps can chat with the Customer.
B. The Customer does not know they were transferred.
C. The Customer is shown the new Representative's Name
D. The Chat Transcript and Case are transferred.

Answer: C,D

Explanation:
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
* The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
* The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now.
The customer will also see a message that says "You have been transferred" on their chat window.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues

NEW QUESTION # 22
......

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