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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q180-Q185):

NEW QUESTION # 180
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?

A. Web-to-Case
B. On-Demand Email-to-Case
C. Email-to-Case

Answer: A

Explanation:
For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

NEW QUESTION # 181
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Create a formula to build the macro logic around
B. Add a formula block to the macro
C. Add conditional logic to the instructions
D. Add multiple ELSE IF blocks after the IF block

Answer: B,C

Explanation:
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
* Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
* Adding a formula block to the macro is a solution that involves using formulas to calculate values or perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros

NEW QUESTION # 182
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

A. Smart Links
B. Apex Trigger
C. Article Translation
D. Approval Process

Answer: D

Explanation:
Explanation
Approval Process is a method that can maintain the article quality while allowing all service agents to create articles. Approval Process is a feature that allows administrators to define the steps and criteria for approving records, such as articles, in Salesforce. Approval Process can be used to ensure that each article created by an agent is reviewed and approved by a subject matter expert before becoming available to users. Verified References: : https://help.salesforce.com/s/articleView?id=sf.approvals_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_process.htm&type=5

NEW QUESTION # 183
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

A. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
B. Data Category Visibility of AM Categories provides Public Read Only access.
C. Data Category Visibility of All Categories provides Public Read/Write access.
D. Data Categories no longer control access to articles.

Answer: D

Explanation:
Explanation
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings

NEW QUESTION # 184
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Revised Articles
B. Most Linked Articles
C. Search Activity Gaps
D. Top Articles sorted descending

Answer: B

NEW QUESTION # 185
......

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