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Salesforce Certified Service cloud consultant Sample Questions (Q22-Q27):

NEW QUESTION # 22
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Data loader, change sets, and Force.com Excel ConnectorB. Visual Studio Code and change setsC. Mass Transfer Records, change sets, and Visual Studio CodeD. Visual Workflow, data loader, and Force.com IDE

Answer: B

NEW QUESTION # 23
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of
users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

A. Users are not associated with a role in the hierarchyB. Users cannot own recordsC. Users can download and view contentD. Users can be part of a case team

Answer: A

NEW QUESTION # 24
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

NEW QUESTION # 25
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Time-based Workflow RulesB. Scheduled ReportsC. Milestone ActionsD. Process Builder Scheduled Actions

Answer: B

NEW QUESTION # 26
Universal Banking has customer support operations in both Canada and the United States. Compliance
regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A. Create geography-based roles to restrict access by mapping article typesB. Create geography-based roles to restrict access using data categoriesC. Create geography-based profiles to restrict access by mapping article typesD. Create geography-based profiles to restrict access using data categories

Answer: B

NEW QUESTION # 27
......

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