Question 1

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

Options :

A : in a Private sharing model, only queue members can take ownership or cases in the Queue.

B : In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

C : In a Private sharing model, only queue members and direct reports can view cases in a Queue.

D : In a Public Read Only sharing model, al users can view cases in a Queue.

Answer: A,C

Question 2

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

Options :

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 3

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Options :

A : Create a case assignment rule to ensure cases are owned by a user when closed.

B : Use a data tool to update the owner field on closed cases.

C : Create a Process Builder and Flow to change the owner on closed cases.

D : Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Question 4

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated

Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the

lack of quality checking? Choose

2 answers

Options :

A : Restrict the Manage Articles user permission

B : Set up an intuitive Data Category hierarchy

C : Enable and configure wildcards for article searches

D : Require that an article be added when closing a case

Answer: C,D

Question 5

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options :

A : The Approval Process will automatically Publish.

B : Approve articles from the Knowledge approval page to Publish.

C : Agents must click Publish after the Approval Process.

D : Set the final approval action to ''Lock the record for editing''.

Answer: C

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