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Salesforce Service Cloud Administration Sample Questions (Q24-Q29):
NEW QUESTION # 24
The Support Manager atUniversal 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
- A. Create a Process Builder and Flow to change the owner onclosed cases.
- B. Use a data tool to update the owner field on closed cases.
- C. Create a case assignment rule to ensure cases are owned by a user when closed.
- D. Create a case validation rule to ensure cases are owned by a user when closed.
Answer: B,C
NEW QUESTION # 25
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Total cases created
- B. Most popular articles
- C. # of articles per agent
- D. # of cases via email
Answer: A,B
NEW QUESTION # 26
The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Visual Workflow
- B. Case Assignment Rules
- C. CaseAuto -Response Rules
- D. Omni -Channel
Answer: D
NEW QUESTION # 27
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Post thefiles to the chatter feed on each article.
- B. Use the files related list on each article to add files to your articles.
- C. Use the lightning knowledge migration tool and choose "include files".
- D. Upload the files as documents, then relate them to the migrated articles.
Answer: B
NEW QUESTION # 28
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use the routing queues provided with Salesforce for Twitter and Facebook
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Enable social profile andadd workflow rules to the contact object
Answer: A
NEW QUESTION # 29
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