Question 1

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.Which strategy should a consultant recommend?

Options :

A : Set up escalation rules.

B : Set up self-service Knowledge.

C : Set up assignment rules and case queues.

Answer: B

Question 2

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.

Options :

A : Use the Salesforce Metadata API via Workbench to deploy the permission sets.

B : Deploy the permission sets using an outbound change set from sandbox to production.

C : Manually recreate the permission sets directly in production to ensure accuracy.

Answer: B

Question 3

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which benefit can be expected from KCS adoption?

Options :

A : Reduced administrative overhead

B : Reduced need for self-service

C : Reduced issue resolution time

Answer: C

Question 4

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options :

A : Change the HTML format first to support subfields.

B : Create an HTML file for each rich text area field.

C : Modify the import parameters to specify HTML encoding.

Answer: B

Question 5

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirementsmandate that each division should onlyhave access to its own articles when performing a search.Which solution should a consultant recommend to meet this requirement?

Options :

A : Create a sharing rule for each division to provide access using the role hierarchy.

B : Create a sharing rule for each division to provide access based on the article category.

C : Create a single data category group for each division and provide access using the role hierarchy.

Answer: C

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