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Salesforce Service Cloud Administration Sample Questions (Q232-Q237):

NEW QUESTION # 232
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Report that displays # of newarticles created during the past 2 monthsB. Create a report that display the # of articles searched during the past 2 monthsC. Report displays # of articles associated to data categories during past 2 monthsD. Report that displays # of cases with articles attached during the past 2 months

Answer: B,D

NEW QUESTION # 233
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?

A. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.C. Provide the Service Manager with edit permissions to the standard Knowledge Article views.D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

Answer: B

NEW QUESTION # 234
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A. Assign users to a Public Group with access to the service console app.B. Assign users to a Permission Set with access to the service console app.C. Assign users to a Permission Set granting the Service User license.D. Assign users the Service User license on their User record.

Answer: B,D

NEW QUESTION # 235
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A. Measure & reward agents based on the # of new articles submitted for approvalB. Require agents to check a box on case when submitting a new suggested articleC. Measure & reward agents based on the # of new articles approved for publicationD. Create a dashboard for articlessubmitted by agents & approved for publication

Answer: A,D

NEW QUESTION # 236
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Employee CommunityB. Customer CommunityC. Partner CommunityD. Reseller Community

Answer: C

NEW QUESTION # 237
......

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