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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q115-Q120):
NEW QUESTION # 115
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Establish Case Assignment Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: B
NEW QUESTION # 116
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Service Cloud portal (Customer Community)
- C. Enterprise admin
- D. Sites
Answer: D
NEW QUESTION # 117
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Lightning Email with web routing prioritization
- B. Omni-Channel with prioritized queues
- C. Standard Email-to-Case with assignment rules
- D. Standard Web-to-Case with assignment rules
Answer: C
NEW QUESTION # 118
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. One .csv import file is uploaded for all article types
- C. A separate .csv import file is uploaded for each data category
- D. A separate .csv import file is uploaded for each article type
- E. Each article must be associated to an article type
Answer: A,D,E
NEW QUESTION # 119
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. # of articles per agent
- B. Total cases created
- C. # of cases via email
- D. Most popular articles
Answer: B,D
NEW QUESTION # 120
……
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