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Salesforce Administer and Maintain Service Cloud Sample Questions (Q44-Q49):

NEW QUESTION # 44
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

A. Add the Knowledge Component to the Case record page.
B. Add Knowledge Data Categories to each Case.
C. Add the Knowledge tab to the Service Console.
D. Add the Knowledge related list to the Case record page.

Answer: A

Explanation:
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component

NEW QUESTION # 45
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. in a Private sharing model, only queue members can take ownership or cases in the Queue.
B. In a Public Read Only sharing model, al users can view cases in a Queue.
C. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
D. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

Answer: B

Explanation:
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means. Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5

NEW QUESTION # 46
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. Deliver the entire project simultaneously so as to present UC with a completed solution.
B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
D. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Answer: D

NEW QUESTION # 47
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Agents must click Publish after the Approval Process.
B. Approve articles from the Knowledge approval page to Publish.
C. The Approval Process will automatically Publish.
D. Set the final approval action to "Lock the record for editing".

Answer: B

Explanation:
Approving articles from the Knowledge approval page to Publish is a necessary step to make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected. Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_page.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_article_visibility.htm&type=5

NEW QUESTION # 48
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A. Contact Salesforce to send a report on article efficacy.
B. Create a group of super users that will evaluate and manage articles.
C. Send out a monthly survey to customers requesting feedback.
D. Install Knowledge Base Dashboards and Reports AppExchange package.

Answer: D

Explanation:
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified Reference: Knowledge Base Dashboards and Reports

NEW QUESTION # 49
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