Question 1

UCs is implementing Salesforce Knowledge at its contact center. The contactcenter has a dedicated support team for each product that it supports. Contactcenter agents should only be able to view articles for the product they support.What solution should a consultant recommend to meet this requirement?

Options :

A : Assign team-based roles to the associated product article types

B : Assign team-based profiles to the associated product article types

C : Assign team-based roles to the associated product data category value

D : Assign team-based profiles to the associated product data category value

Answer: C

Question 2

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way fortheir agents to handle more customer transactions per day.Which two features should a Consultant recommend?Choose 2 answers

Options :

A : Facebook Messaging

B : Escalation Rules

C : Chat

D : Case Auto-Response

Answer: C,D

Question 3

universal containers is implementing a customer community using thecustomer service template.One of the requiremnets is for members to be ableto find knowledge articles based on the product type.How should consultantsatisfy this requirement

Options :

A : Define article types with sharing settings

B : Enable suggested artciels in the community

C : Utilize topic tags for each product type

D : Set the visibility to the data categories

Answer: C

Question 4

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?

Options :

A : Lead Assignment Rules

B : Queue-Based Routing

C : Skills-Based Routing

D : Lightning Flow for Service

Answer: C

Question 5

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

Options :

A : set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B : Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C : Deliver the entire project simultaneously so as to present UC with a completed solution.

D : Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Answer: B