Question 1

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options :

A : Set the organization-wide default to Private and create sharing rules to share with roles.

B : Create a folder for each product line and share them with the specific users.

C : Add a permission set for Read access to the appropriate product line.

D : Assign the quick texts to Data Categories with access to the appropriate profiles.

Answer: B

Question 2

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.

What is the recommended method to decrease the time it takes to close cases?

Options :

A : Create Synonym Groups.

B : Create Article Translation.

C : Enable Suggested Articles.

D : Add Data Category Groups.

Answer: C

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 wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

Options :

A : Add the Knowledge related list to the case page layout.

B : Add the Knowledge object to global search objects.

C : Add the Knowledge component on the case Lightning record page.

Answer: C

Question 5

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

Options :

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

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