Question 1

UCs is implementing Salesforce Knowledge at its contact center. The contact

center has a dedicated support team for each product that it supports. Contact

center 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

Milestones can be added to which three object types? Choose 3 Answers

Options :

A : Work order

B : Case

C : Service

D : Entitlement

E : Account

Answer: A,B,D

Question 3

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi

a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options :

A : Assign a global team of experienced agents and leaders to create a common design template and report structure.

B : Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C : Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D : Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: A

Question 4

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Options :

A : Customize service channel settings to define how the organization receives work from various

B :

Create a Salesforce Case to have Omni-Channel enabled.

C : Create the necessary objects in Salesforce.

D : From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer: D

Question 5

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options :

A : Create a blocking rule.

B : Enable Assistance Flag Configuration setting.

C : Create sensitive data rules.

D : Enable Sneak Peek Configuration setting.

Answer: D

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