Question 1

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Options :

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 2

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Options :

A : Social Persona for Twitter and Facebook.

B : Social Media Marketing message tagging.

C : Social Customer Service for Twitter and Facebook.

D : Einstein Bot social queues.

Answer: C

Question 3

What should a consultant recommend service agents use?

Options :

A : Einstein Next Best Action Strategy Guilder.

B : History tab on the Actions & Recommendations comporent.

C : Paused now interviews Lightning Component.

D : Recommendation Strategy Metrics related list.

Answer: A

Question 4

Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from 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 : Modify the import parameters to specify HTML encoding.

B : Change the HTML format first to support subfields.

C :

Create an HTML file for each rich text area field.

Answer: C

Question 5

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Options :

A : Prepare, Plan, Test, Execute, Validate

B : Plan, Prepare, Test, Execute, Validate

C : Prepare, Plan, Validate, Execute, Test

D : Plan, Prepare, Validate, Execute, Test

Answer: D

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