Salesforce Service-Cloud-Consultant Cert Exam

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NEW QUESTION 52
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone
to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

  • A. Install an adapter from AppExdiange to work with third-party cn systems.
  • B. Enable Live Agent in their community to chat with an agent.
  • C. Create a softphone layout and assign to user profiles.
  • D. Assign the Salesforce CTI license to Salesforce users.
  • E. Assign the correct Salesforce users to the Call Center.

Answer: A,C,E

 

NEW QUESTION 53
Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers

  • A. Field Service Lightning
  • B. Salesforce Knowledgebase
  • C. Chatter Groups
  • D. Service Cloud SOS

Answer: A,D

 

NEW QUESTION 54
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

  • A. Create a page layout for each article type and assign them to each team based on their product
    specialization
  • B. Create an article action for each record type and assign them to each team based on their product
    specialization
  • C. Create a data category for each product and assign them to each team bases on their product
    specialization
  • D. Create a permission set for each record type and assign them to each team based on their product
    specialization

Answer: C

 

NEW QUESTION 55
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

  • A. Assign article managers to public groups and specific publication states to each group.
  • B. Assign article managers to publication teams and specific article actions to each team.
  • C. Assign article managers to publication teams and specific publication states to each team.
  • D. Assign article managers to public groups and specific article actions to each group.

Answer: D

 

NEW QUESTION 56
……

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