Salesforce Certified Service cloud consultant (WI24) Dumps March 2024
Are you tired of looking for a source that'll keep you updated on the Salesforce Certified Service cloud consultant (WI24) Exam? Plus, has a collection of affordable, high-quality, and incredibly easy Salesforce CRT-261 Practice Questions? Well then, you are in luck because Salesforcexamdumps.com just updated them! Get Ready to become a Certified Service Cloud Consultant Certified.
PDF
$210 $42
Test Engine
First Try Then Buy!
Last 1 Hour Left To Avail This 80% Discount Offer Coupon Code "SPECIAL80"
$260 $52
PDF + Test Engine
$290 $58
Here are Salesforce CRT-261 PDF available features:
Salesforce CRT-261 is a necessary certification exam to get certified. The certification is a reward to the deserving candidate with perfect results. The Certified Service Cloud Consultant Certification validates a candidate's expertise to work with Salesforce. In this fast-paced world, a certification is the quickest way to gain your employer's approval. Try your luck in passing the Salesforce Certified Service cloud consultant (WI24) Exam and becoming a certified professional today. Salesforcexamdumps.com is always eager to extend a helping hand by providing approved and accepted Salesforce CRT-261 Practice Questions. Passing Salesforce Certified Service cloud consultant (WI24) will be your ticket to a better future!
Pass with Salesforce CRT-261 Braindumps!
Contrary to the belief that certification exams are generally hard to get through, passing Salesforce Certified Service cloud consultant (WI24) is incredibly easy. Provided you have access to a reliable resource such as Salesforcexamdumps.com Salesforce CRT-261 PDF. We have been in this business long enough to understand where most of the resources went wrong. Passing Salesforce Certified Service Cloud Consultant certification is all about having the right information. Hence, we filled our Salesforce CRT-261 Dumps with all the necessary data you need to pass. These carefully curated sets of Salesforce Certified Service cloud consultant (WI24) Practice Questions target the most repeated exam questions. So, you know they are essential and can ensure passing results. Stop wasting your time waiting around and order your set of Salesforce CRT-261 Braindumps now!
We aim to provide all Certified Service Cloud Consultant certification exam candidates with the best resources at minimum rates. You can check out our free demo before pressing down the download to ensure Salesforce CRT-261 Practice Questions are what you wanted. And do not forget about the discount. We always provide our customers with a little extra.
Why Choose Salesforce CRT-261 PDF?
Unlike other websites, Salesforcexamdumps.com prioritize the benefits of the Salesforce Certified Service cloud consultant (WI24) candidates. Not every Salesforce exam candidate has full-time access to the internet. Plus, it's hard to sit in front of computer screens for too many hours. Are you also one of them? We understand that's why we are here with the Certified Service Cloud Consultant solutions. Salesforce CRT-261 Question Answers offers two different formats PDF and Online Test Engine. One is for customers who like online platforms for real-like Exam stimulation. The other is for ones who prefer keeping their material close at hand. Moreover, you can download or print Salesforce CRT-261 Dumps with ease.
If you still have some queries, our team of experts is 24/7 in service to answer your questions. Just leave us a quick message in the chat-box below or email at [email protected].
Salesforce CRT-261 Sample Questions
Question # 1
A manager has noticed an increase in average case age. This is negatively impactingcustomer satisfaction.The manager wants to compare the amount of time that cases have spent within eachstatus during their lifecycle.Which reporting solution should be recommended?
A. Create a report using the Case Lifecycle report type. B. Create a report using the Case Age report type. C. Create a report using the Case Historical Trending report type. D. Create a report using the Case Snapshot report type.
Answer: D
Explanation:
Creating a report using the Case Snapshot report type is a reporting solution that can help
the manager compare the amount of time that cases have spent within each status during
their lifecycle. The Case Snapshot report type shows the case status and the number of
days that the case was in each status. The Case Snapshot report type can help identify
bottlenecks and inefficiencies in the case resolution process. Verified References: :
Cloud Kicks has implemented a review process for all new knowledge articles. Each articlemust bereviewed 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?
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: B
Explanation:
Approving articles from the Knowledge approval page to Publish is a necessary step to
make articles visible in all the selected channels after implementing a review process for all
new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected. Approving articles from this
page will change their status to Published, which means they are visible in all the selected
channels, such as internal app, customer community, or public knowledge base. Verified
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wantsthe functionality to include the ability to log the case thread and store attachments to thecase record.Which channel should a consultant recommend to meet these requirements?
A. Email-to-case B. Social Customer Service C. Chat D. Web-to-case
Answer: A
Explanation:
Email-to-case is a channel that meets the requirements of logging the case thread and
storing attachments to the case record. Email-to-case is a feature that allows you to
automatically create cases from incoming emails sent to your company’s support
addresses. Email-to-case preserves email formatting and supports HTML emails with
embedded images. Email-to-case also captures email attachments and adds them to the
case record. Email-to-case tracks the entire email conversation between the customer and
the agent, and logs it as a case thread on the case feed or case comments. Verified
References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
Question # 4
Cloud Kicks use a Console App to support users. Service agents open an Accountworkspace tab and multiple subtabs for the Case, Contact and service Contract. Serviceagents would like to share links to recently opened subtabs with other users to swarm oncases.What should a consultant recommend to meet the requirements?
A. Recent Items set to Account object. B. History Utility in the Utility bar. C. Actions & Recommendations component. D. Screen flow launched from a global action.
Answer: B
Explanation:
History Utility in the Utility bar is a feature that can enable service agents to share links to
recently opened subtabs with other users to swarm on cases. History Utility is a tool that
allows agents to view their recently accessed records or tabs in the service console.
History Utility can help agents quickly return to a prior case and copy the URL of the subtab
Service Console users work on dozen of cases at one time, and often need to update acase they worked on earlier in the day.What configuration should a consultant recommend?
A. Keep all open in tabs. B. Use a second Console session. C. Define a custom List View. D. Add History to the Utility bar.
Answer: A
Explanation: Keeping all open cases in tabs is the recommended configuration for Service
Console users who work on dozens of cases at one time, and often need to update a case
they worked on earlier in the day. Tabs are a way of organizing records or components in
the Service Console so that users can easily access them without losing their place or
context. Users can open multiple tabs for different cases, switch between them, pin them,
or close them as needed. Users can also use keyboard shortcuts, tab menus, or tab
notifications to navigate and manage their tabs more efficiently. Verified
References: Service Cloud Consultant Certification Guide & Tips, Work with Tabs in
Lightning Console Apps
Question # 6
Cloud kicks needs a way for external customers to easily create cases. Customers willneed to attach files that can often be 40 MB in size.
A. Experience Cloud Create Case Form B. Web-to-Case C. Contact Request Flow D. On-Demand Email-to-Case
Answer: A
Explanation:
Experience Cloud Create Case Form is the recommended feature to meet the requirement,
because it allows external customers to easily create cases and attach files up to 2 GB in
size. Experience Cloud Create Case Form is a standard component that can be added to
any Experience Cloud site or page, and can be customized to include fields, labels, and
buttons. Verified References: : Create Case Form Component
Question # 7
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge usingthe Lightning Knowledge Migration Tool and noticed that none of the Article fileattachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles. B. Use the Lightning Knowledge Migration Tool and choose 'include files'. C. Use the Files Related List on each article to add files to your articles. D. Post the Files to the Chatter Feed on each Article.
Answer: C
Explanation:
The Knowledge Importer is a tool that allows you to import articles from CSV files into
Lightning Knowledge. However, it does not support importing file attachments from external
knowledge bases. To migrate the file attachments, you need to use the Files Related List
on each article to add files to your articles manually. You can upload files from your
computer or select files from Salesforce or an external source such as Google Drive or
Question # 8
Universal Containers wants to be able to assign cases based on the same criteria they usefor chat .Which feature should a consultant recommend?
A. Chat Queue-based routing B. Case Skills-based Assignment Rules C. Omni-channel Queue-based routing D. Omni-channel Skills-based routing
Answer: C
Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to
assign cases based on the same criteria they use for chat. Omni-channel Queue-based
routing allows administrators to define routing configurations and rules that determine how
work items, such as cases and chats, are routed to agents based on criteria such as
availability, capacity, and skills. Verified References: :
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring OmniChannel?
A. Customize service channel settings to define how the organization receives work fromvarious 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: A
Explanation:
Service channels are a required step before configuring Omni-Channel routing. Service
channels allow you to define how your organization receives work from various sources,
such as cases, chats, leads, orders, or custom objects. You can specify the type, priority,
and capacity weight of each service channel, which determines how Omni-Channel routes
work items to agents. Verified References: Service Cloud Consultant Certification Guide &
Tips, Set Up Service Channels
Question # 10
universal containers receives partner data in excel format.the excel data is all text ,butneeds to be imported into existingSalesforce date,number and text fileds.Which 3 best practices should a consultant recommend?
A. Import the records and use duplicate management B. Deduplicate the data before importing into SF C. Install data quality analysis dashboards from the appexchange D. Standardize all rows to match salesforce data types E. Import records and cretae a a worflow rule to change the data type
Answer: B,C,D
Explanation:
These are three best practices that should be used when importing partner data in Excel
format into existing Salesforce Date, Number, and Text fields. Deduplicating the data
before importing into Salesforce will prevent creating duplicate records and violating unique
constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will
help monitor and improve the quality of the imported data. Standardizing all rows to match
Salesforce data types will ensure that the data is compatible and consistent with the
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items toservice agents. The Head of Service wants to know what shojld be done during highvolume incidents where over 200,000 cases are opened.
A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext. B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability. C. Configure an Overflow Assignee with a user or queue outside the routing configuration. D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.
Answer: C
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000
cases are opened. An Overflow Assignee is an option that can be configured in Omni-
Channel Routing Configurations, which allows CK to specify a user or queue that will
receive work items when the routing configuration reaches its maximum capacity. An
Overflow Assignee can help CK distribute the workload and avoid losing work items during
Cloud Kicks (CK) has service agents based in North America and Europe respond to newleads created in Salesforce. The lead record includes the language spoken: English,French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical successfactor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?
A. Lead Assignment Rules B. Queue-Based Routing C. Skills-Based Routing D. Lightning Flow for Service
Answer: C
Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America
and Europe to respond to new leads created in Salesforce based on the language spoken.
Skills-Based Routing is a feature that allows administrators to assign skills to agents and
route work items, such as leads, cases, or chats, to the most qualified agent based on their
skills, availability, and capacity. Skills-Based Routing can help ensure that leads are
contacted by agents who speak the same language and provide faster and better service.
DreamMouse Realty would like to provide a user-friendly way for clients to apply for ahome loan through an Experience site. Many times, clients do not complete are of theinformation and a loan specialist needs to finish the submission.How should the administrator configure Salesforce to meet the requirements?
A. Create a screen-based flow accessible from the Experience site and internaly. B. Add a custom Lightning component to the site and the Case Lightning record page. C. Post a web to case form on the site and assign the case to the specialist for completion. D. Use email to case for the client to submit the relevant information to the specialist.
Answer: A
Explanation: Creating a screen-based flow accessible from the Experience site and internally is a
solution that can enable clients to apply for a home loan through an Experience site and
allow a loan specialist to finish the submission if needed. A screen-based flow is a type of
flow that allows administrators to create guided processes that collect user input through
screens and perform actions based on the input. A screen-based flow can be embedded in
an Experience site or an internal app and allow clients or loan specialists to fill out the
information for the home loan application. Verified References: :
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)methodology.Which two benefits can be expected from KCS adoption?Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does notneed to change B. A knowledge article life cycle that evolves based on usage and demand C. Reduced issue resolution time D. Reduced first contact resolution
Answer: B,C
Explanation:
These are two benefits that can be expected from Knowledge-Centered Support (KCS)
adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a
by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves
based on usage and demand, meaning that articles are updated and improved based on
feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by
enabling agents to find and reuse existing knowledge articles, as well as creating new
Universal Container wants to let its customers intercat real time with support agents fromtheir computers and mobile devices.What feature should a consultant recommend to meet this requirement?
A. Web-to-Case B. Emebedded Chat Service C. Customer Community D. Case Assignment Rules
Answer: B
Explanation:
Embedded Chat Service is a feature that can meet the requirement of allowing customers
to interact real time with support agents from their computers and mobile devices.
Embedded Chat Service allows administrators to embed a chat widget on any web page or
mobile app that customers can use to start a live chat session with an agent. Embedded
Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer,
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. Whenthere are issues with the service, such as a power outage, UMS needs to provide serviceagents, operations teams, and customers with full visibility into the issue.What is the recommended feature to meet the requirements?
A. Self Service Knowledge B. Workforce Engagement C. Incident Management D. Video Support
Answer: C
Explanation:
Incident Management is the recommended feature to meet the requirements, because it
allows UMS to create incidents that represent service disruptions or outages, and link them
to related cases and work orders. Incident Management also enables UMS to communicate
with customers and internal teams about the incident status, impact, and resolution through
email templates, chatter posts, and web pages. Verified References: : Incident
Management Overview
Question # 17
Which feature should a Consultant recommend to allow a Tier 2 Service Representative totake over case processing from Tier1 and know how far Tier1 had progressed introubleshooting?
A. Service Console Macros B. Lightning Guided Engagement C. Path for Cases D. Lightning Flow Component
Answer: C
Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of
resolving a case and what steps they need to take next. Path for Cases displays key fields
and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or
Closed. Path for Cases can help a Tier 2 service representative take over case processing
from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them
the current status and values of the case. Verified References: Service Cloud Consultant
Certification Guide & Tips, Set Up Path for Cases
Question # 18
Universal Containers' support management team has noticed an increase in wait timesover the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times?Choose 2 answers
A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing. B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution. C. Set up analytical snapshots to capture key case information and create historicaltrending reports. D. Set up a Salesforce Customer Community that will allow customers to create casesonline.
Answer: A,D
Explanation:
Creating reports to analyze call data in order to understand peak times and ensure
adequate staffing and setting up a Salesforce Customer Community that will allow
customers to create cases online are recommendations that a consultant should suggest to
help decrease customer wait times. These recommendations can help reduce the volume
and duration of phone calls and improve customer satisfaction by providing alternative and
convenient channels for customers to get support. For example:
Creating reports to analyze call data in order to understand peak times and ensure
adequate staffing can help optimize the resource allocation and scheduling of
support agents. Reports can show metrics such as call volume, call duration, call
abandonment, or service level by time, date, or location. Reports can also be used
to identify trends, patterns, or issues that affect the call performance and customer
experience.
Setting up a Salesforce Customer Community that will allow customers to create
cases online can help divert some of the phone calls to a self-service portal.
Customers can use the community to search for answers, create cases, track case
status, or interact with other customers or agents. A community can also provide
features such as knowledge articles, chatbots, live chat, or feedback mechanisms.
Question # 19
Milestones can be added to which three object types?Choose 3 Answers
A. Work order B. Case C. Service D. Entitlement E. Account
Answer: A,B,D
Explanation:
Milestones can be added to work orders, cases, and entitlements in Salesforce. Work
orders are records that track service requests for customers. Cases are records that track
customer issues or inquiries. Entitlements are units of customer support that specify what
kind of support a customer is eligible for. You can use milestones to define the required steps and time limits for resolving work orders, cases, and entitlements. Verified
References: Milestones: Supported Objects
Question # 20
Universal Containers is preparing to implement Service Cloud for its global Support team.Requirements gathering sessions have resulted in a large set of required deliverables.What should a consultant recommend as the next step?
A. Prioritize the requirements based on who submitted them. B. Identify the requirements needed for initial GoLive. C. Provide a timeline that addresses all the requirements. D. Organize the requirements from largest to smallest.
Answer: B
Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after
gathering a large set of required deliverables for implementing Service Cloud. Identifying
the requirements needed for initial GoLive involves prioritizing the requirements based on
their importance, urgency, complexity, and dependency. This can help determine the scope
and timeline of the project, as well as the resources and budget needed. Identifying the
requirements needed for initial GoLive can also help avoid scope creep, manage
expectations, and ensure a successful implementation. Verified References: Service Cloud
Consultant Certification Guide & Tips, Project Management Best Practices
Question # 21
UC has created permission sets granting access to object and fields in one of itssandboxes. How should a consultant deploy this permission set to prod?
A. Change set B. Manuallyre create the Permission sets C. Create an Unmanaged package D. Publish a Managed package
Answer: A
Explanation:
A Change Set is the deployment solution that a consultant should use to deploy permission
sets granting access to objects and fields from one of its sandboxes to Production. A
Change Set is a collection of metadata components that can be deployed from one
Salesforce org to another. A Change Set can be used to deploy permission sets, which are
sets of permissions and settings that grant users access to various tools and functions in
Salesforce. Permission sets can be used to extend users’ functional access without
changing their profiles. Verified References: [Service Cloud Consultant Certification Guide
& Tips], Change Sets Overview
Question # 22
The contact center at universal containers wants to increase its profit margins by promotingcall deflection with service cloud.Which two solutions should a consultant recommend?Choose 2 answers
A. Customer community B. Knowledge base C. Service cloud console D. Automatic call distribution
Answer: A,B
Question # 23
Cloud Kicks pride support to customers across the workd and uses the Lightningexperince. Service agents have a set of common responses. Managers would like toconsilidate the responses as Quick Text, translate them to multiple languages and sharethem to the correct groups of service agents.What should a consultant recommend to meet the requirements?
A. Use translation Workbech to localize each Quick Text. B. Set the Organization-Wide default to Public Ready Only. C. Share the Folder with Quick text for each language. D. Share each Quick Text individually to Public Groups.
Answer: C
Explanation:
Sharing the Folder with Quick Text for each language is the recommended solution to meet
the requirements, because it allows CK to consolidate, translate, and share the common
responses as Quick Text. Quick Text is a feature that enables service agents to insert
predefined messages, such as greetings, answers, or closing statements, into emails,
chats, tasks, events, and more. Quick Text can be organized into folders and shared with
different groups of users based on their language or role. Quick Text can also be translated
into multiple languages using Translation Workbench or a third-party service. Verified
References: : Quick Text Overview : : Share Quick Text Using a Folder in Lightning
Experience : : Translate Quick Text
Question # 24
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve theexpertise of its agents. The pilot focused on creating articles for the most common supporttopics. After the pilot, customer satisfaction has improved and average call time hasdecreased. To continueimproving KPIs, CK wants to know where to focus its efforts next.Which Knowledge dashboard should a consultant use?
A. Most Revised Articles B. Most Linked Articles C. Top Articles sorted descending D. Search Activity Gaps
Answer: D
Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know
where to focus its efforts next after implementing Knowledge Centered Support. Search
Activity Gaps shows the number of searches that returned no results, no articles, or no
clicked articles. This can help identify the topics or keywords that need more or better
articles to satisfy customer needs. Verified References: :
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvementproject, a self-service portal in Experience Cloud and public Knowledge base were added.When reviewing service KPIs, management at CK found a 10% increase in case resolutiontime and is considering reverting the changes.What is the likely reason for the KPI change?
A. Self-service deflects easy cases, leaving more complex cases for agents. B. Customers are spending additional time searching for answers. C. Agents do not have access to the same Knowledge articles as customers. D. Customers must spend additional time registering for the portal.
Answer: A
Explanation:
This is the most likely reason for the increase in case resolution time, because self-service
portals and knowledge bases enable customers to find answers to common or simplec questions without creating a case. This means that agents are left with more complex or
challenging cases that require more time and effort to resolve3 Verified References: 3:
Self-Service Best Practices
Question # 26
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customerconversations. Which two features will help meet the requirements?Choose 2 answers
A. Social Customer Service B. Service Console C. Messaging D. Chat
Answer: B,C
Explanation:
Service Console and Messaging are two features that will help meet the requirements for
supporting customers through SMS text messaging and WhatsApp. Service Console is a
customized interface that allows agents to manage multiple customer interactions in one
place, switch between different channels, and access relevant information and tools.
Messaging is a feature that enables agents to communicate with customers through SMS
text messaging and WhatsApp from within Service Cloud, using predefined templates,
quick replies, emojis, and attachments.Verified References: : Service Console Overview : :
Messaging Overview
Question # 27
Universal Containers wants to reduce the amount of Sim support agents spend creatingcases. Case creation must scale up to 5OO0 new cases per day, as well as allowing fileattachments under 25 MB by the customer.Which two features should the consultant suggest?Choose 2 answers
A. Standard Email-to-case B. On-Domand Emali-to-Case C. Apex Email Service D. Web-to-Case forms
Answer: B,D
Explanation: On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should
suggest to reduce the amount of time support agents spend creating cases. Case creation
must scale up to 5000 new cases per day, as well as allowing file attachments under 25
MB by the customer. These features can help automate the case creation process from
email or web sources, as well as support file attachments. For example:
On-Demand Email-to-Case is a feature that allows you to convert customer emails
into cases without installing an agent in your network. On-Demand Email-to-Case
can handle up to 5000 new cases per day, and can also accept file attachments up
to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of
creating cases from emails, as well as preserve the email formatting and headers.
Web-to-Case forms are forms that you can embed on your website to allow
customers to submit cases directly to Salesforce. Web-to-Case forms can handle
up to 5000 new cases per day, and can also accept file attachments up to 25 MB
in size. Web-to-Case forms can help capture customer information and issues
from your website, as well as reduce the email and phone traffic to your support
team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-
Demand Email-to-Case, [Set Up Web-to-Case]
Question # 28
Cloud Kicks (CK) provides varying levels of support based on the customer’s ServiceContract. For customer with a Gold Service Contract, agents must provide a response toeach customer contact witin the 24 hours. CK plans to use Milestones.What is the recommended Milestone Recurrence Type to meet the requirements?
A. No Resource B. Sequential C. Independent D. Auto-Add
Answer: C
Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements,
because it allows CK to create a milestone that recurs every time a customer contacts
them, regardless of whether the previous milestone was completed or not. Independent
recurrence type ensures that each customer contact has a 24-hour response time
milestone, and that any violation of the milestone is tracked separately. Verified
References: : Milestone Recurrence Types
Question # 29
Cloud Kicks is preparing to migrate to Service Cloud from another system. The currentsystem has thousands of help articles such as FAQs, step-by-step guides, andtroubleshooting guides. A group of specialists will create and manage these articles inSalesforce.What is the recommended license for the specialists?
A. Knowledge Only User B. Satesforce C. WDC Only User D. Salesforce Platform
Answer: A
Explanation: Knowledge Only User is the recommended license for the specialists who
will create and manage knowledge articles in Salesforce. Knowledge Only User is a user
license that allows users to access and use Salesforce Knowledge, but not other standard
Salesforce objects or features. Knowledge Only User is a cost-effective license for users
who only need to work with knowledge articles. Verified References: :
Universal Containers recently rolled out a Salesforce knowledge implementation; however,users are finding unreliable and unrelatedKnowledge Articles displayed in the Knowledge One widget in the Salesforce Console.Which two actions should a Consultant recommend to address thelack of quality checking? Choose2 answers
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: B,C
Explanation:
These are two actions that can address the lack of quality checking in the Knowledge One
widget in the Salesforce Console. Setting up an intuitive Data Category hierarchy is an
action that can help organize and filter knowledge articles by topic or type. Data Categories
can help agents find relevant articles based on their search criteria or case information.
Enabling and configuring wildcards for article searches is an action that can help improve
the accuracy and flexibility of article searches. Wildcards are symbols that can be used to
replace one or more characters in a search term, such as * or ?. Wildcards can help agents
find articles that match partial or variant words. Verified References: :
Universal Containers (UC) is updating the Service Cloud console app for its call centeragents. Management is concerned that deploying the new app will disrupt currentoperations and impact customer satisfaction.What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent's profile to viewthe app and take away access to the old app. B. Configure the new app in a sandbox. Use a change-set to push the configuration toproduction for testing and training. C. Deploy the configuration from a sandbox to production during the next Salesforceversion update so the system only goes down once. D. Configure the new app in developer org and use an unmanaged package to deploy toproduction.
Answer: B
Explanation:
Configuring the new app in a sandbox and using a change-set to push the configuration to
production for testing and training is a recommended way to mitigate the concerns of
disrupting current operations and impacting customer satisfaction. A sandbox is a copy of
the production environment that can be used for development, testing, or training purposes
without affecting the live data or users. A change-set is a collection of metadata
components that can be deployed from one Salesforce org to another. By using these
tools, Universal Containers can ensure that the new app is working as expected and that
the agents are familiar with it before making it available in production. Verified
References: Service Cloud Consultant Certification Guide & Tips, Sandbox Overview,
Change Sets Overview
Question # 32
Universal containers is looking for ways to provide more proactive support and to promoteits brand on the internet with minimal investment. A consultant recommends installing theSocial Customer Service Start Pack.Which two feature should the consultant recommend as part of the deployment?
A. Select two Twitter or Facebook accounts. B. Create and assign permission sets to give agents social account access. C. Retrieve Social Studio credentials. D. Enable the Moderation feature to automatically create cases from posts.
Answer: A,B
Explanation:
Customer Community Login licenses are used for external users who access Experience
Cloud sites and need to view and execute reports with the ability to “Run as specified user”.
This license type allows users to create and manage cases, as well as access custom
objects and tabs. Customer Community Login licenses are based on the number of
monthly logins and are suitable for occasional users who do not need full access to standard CRM functionality. Verified References: Service Cloud Consultant Certification
Guide & Tips, Experience Cloud User Licenses
Question # 33
AW Computing sells and supports personal computers and printers. There are times whensupport reps are unable to solve the customer's product issues over the phone. In thoseinstances, the customer ships the product back to AW Computing for servicing.What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
A. Service requests are assigned to a quruc where the technician can accept it. B. Service requests are scheduled using Salesforce Field Service. C. Service requests are asstgred to the technician using Omnt-Channel. D. Service requests art assigned by the support reps to trie technician
Answer: B
Explanation:
Scheduling service requests using Salesforce Field Service is a solution that can ensure
the repairs are completed in a timely manner by technicians with the appropriate skill set.
Salesforce Field Service is a feature that allows administrators to manage the entire
service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce
Field Service can help assign service requests to the best available technicians based on
their skills, location, availability, and priority, as well as optimize the routes and travel time
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which three benefits can be expected from KCS adoption? Choose 3 answers
A. Increased call deflection B. Increased call routing accuracy C. Reduced issue resolution time D. Reduced support channels E. Optimized use of resources
Answer: A,C,E
Explanation:
Knowledge-Centered Support (KCS) is a methodology that enhances how customer
service and support teams access and use knowledge to deliver greater value to
customers, employees, and stakeholders. Some of the benefits that can be expected from
KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their
questions or issues through self-service channels, such as knowledge bases,
communities, or chatbots. This reduces the number of calls or emails that reach
the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update
knowledge articles as part of their support process. This helps them find the
information they need to solve problems faster and more accurately, as well as
share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge
management roles or processes, as knowledge creation and maintenance are
integrated into the support workflow. This frees up time and resources for other
value-added activities, such as product improvement, innovation, or training.
Verified References: Service Cloud Consultant Certification Guide &
Tips, Knowledge-Centered Service (KCS) Overview
Question # 35
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They haverecently recived complaints from customers who have set their communication preferenceto email only or text only.What should a consultant recommend to meet the requirements?
A. Configuration a Validation Rule to block on-click calling. B. Set the Contact Do not Call field value to true. C. Configure Dialer to use Voicemail Crop by default. D. Use Dynamic Forms to conditionally hide the one-click field.
Answer: B
Explanation:
Setting the Contact Do not Call field value to true is a solution that can prevent one-click
calling to customers who have set their communication preference to email only or text
only. The Do not Call field is a standard field on the Contact object that indicates whether
the contact does not want to receive phone calls. Setting this field to true will disable the
one-click calling feature for that contact and show a warning message if an agent tries to
Universal Containers wants Service Console users to be able to view and update productusage data that is stored in an external system.Which two features should a consultant recommend to provide this functionality?Choose 2 answers
A. Salesforce Connect B. Custom Objects C. Middle-tier integration D. External Objects
Answer: A,D
Explanation:
Salesforce Connect and External Objects are two features that can provide Service
Console users with the ability to view and update product usage data that is stored in an
external system. Salesforce Connect allows users to access data from external sources in
real time without copying or syncing the data. External Objects are custom objects that
map to data stored outside Salesforce. Verified References: :
As part of a new Salesforce Knowledge implementation, Universal Containers would like tomigrate articles from their current database.Which factor should a Consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML isNOT supported in any article field types. B. Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data. C. Ensure that each existing article type has a corresponding Salesforce Knowledge articletype that matches its structure and content. D. Prepare a single .csv file that can be used to migrate all articles types at once andinclude with a properties file in a .zip for import.
Answer: C
Explanation:
Ensuring that each existing article type has a corresponding Salesforce Knowledge article
type that matches its structure and content is a factor that a consultant should consider as
part of the migration strategy for Knowledge articles. An article type is a template that
defines the layout, fields, and data categories for an article. An article type can be
customized to suit different types of content or audiences. When migrating articles from an
external database to Salesforce Knowledge, it is important to ensure that there is a
matching article type for each existing article type in Salesforce Knowledge, so that the
articles can be imported without losing any information or formatting. Verified
Which three are characteristics of Visual Workflow? Choose 3 answers
A. Apex code must be used to update fields in the database. B. Elements can be used to pass data to legacy systems. C. Apex code must be used to pass data to legacy systems. D. Only one version of a flow can be activated at a time. E. Elements can be used to update fields in the database.
Answer: B,D,E
Explanation:
Visual Workflow is a tool that allows you to create flows that automate business processes
in Salesforce. Flows consist of elements that define the logic, data manipulation, and user
interface of the flow. Elements can be used to pass data to legacy systems using outbound
messages or Apex actions, update fields in the database using record elements, and
perform other tasks. Only one version of a flow can be activated at a time, meaning that
only one version can run when triggered by users or processes. Verified References:
[Salesforce Help: Visual Workflow]
Question # 39
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Whichfeature should a Service Cloud consultant recommend?
A. Global Shared Macro B. Omni-Channel Utility widget C. Actions & Recommendations component D. Personalised navigation menu
Answer: B
Explanation: The Omni-Channel Utility widget is a component that can be added to the
Service Console to allow agents to see their work status, accept incoming work items, and
view their work queue. The widget also displays notifications and alerts for agents when
they receive new work or when their status changes. Verified References: : Omni-Channel
Utility Widget
Question # 40
What are three necessary steps to test that the Omm-Channel implementation is routingcorrectly?Choose 3 answers
A. Change the owner to a queue associated with the routing configuration, B. Log in as a user who is enabled for Omni-Channel access. C. Enable Debug Omni Channel routing configuration in SttUp. D. Open the Omni-Channel Supervisor tab. E. Open the record you want to route.
Answer: A,B,E
Explanation:
These are three necessary steps to test that the Omni-Channel implementation is routing
correctly. Changing the owner to a queue associated with the routing configuration ensures
that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled
for Omni-Channel access allows the user to receive work items from Omni-Channel and
see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-
Channel to evaluate the record and route it to an available agent based on the routing
configuration settings. Verified References: : Test Your Routing Configuration
Question # 41
The contact center at Universal Containers offers support through phone, email, publicwebsite, and a Community. The contact center manager wants to demonstrate the successof recent self-service initiatives to executive management. Which two reports should thecontact center manager present to executive management? Choose 2 answers
A. Number of cases closed by self-service users. B. Average call handle time by team. C. Number of Knowledge articles created each month. D. Number of cases created using Communities by month.
Answer: A,D
Explanation:
These two reports are useful for demonstrating the success of self-service initiatives, as
they show how many customers are able to resolve their issues without contacting an
agent, and how many customers are using the Community as a channel for support. These
reports can indicate a reduction in case volume and an increase in customer satisfaction.
Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]
Question # 42
Universal Containers wants to implement a customer service community.The goal of the community is to enable community members to access, create, andmanage cases online.How should the consultant implement these requirements?
A. Create a sharing rule to share the contact record with the community member. B. Change the org-wide default for cases and contacts internal access to private. C. Set up a sharing set to grant access based on the community member’s contact record. D. Update the case assignment rule to add the community member to the predefined caseteam.
Answer: C
Explanation:
Setting up a sharing set to grant access based on the community member’s contact record
is a solution that can implement the requirement of enabling community members to
access, create, and manage cases online. A sharing set is a feature that allows
administrators to grant access to records for community users based on their user profile
and a common field on the user and parent records, such as the contact or account fields.
A sharing set can help ensure that community members can only see and edit their own
cases or cases related to their contact or account. Verified References: :
A Service Rep transfers a Live Agent Chat to another Rep.Which two things will happened?
A. The Customer is shown the new Rep's name B. Both Service Reps can chat with the customer C. The chat transcripts and case are transferred D. The Customer doesn't know they were transferred
Answer: A,C
Explanation:
When a service rep transfers a live agent chat to another rep, the customer is shown the
new rep’s name in the chat window. This helps the customer know who they are talking to
and avoid confusion. The chat transcripts and case are also transferred to the new rep, so
they can see the previous conversation history and case details. This helps the new rep
understand the customer’s issue and provide a seamless service experience. Verified
References: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
Question # 44
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?
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
Explanation: Social Customer Service is a feature that allows agents to respond to
customer requests from social media channels such as Twitter and Facebook. Agents can
create cases from social posts, reply to customers using social handles, and monitor social
conversations using keywords and hashtags. Verified References: Service Cloud
Consultant Certification Guide & Tips, Social Customer Service Overview
Question # 45
Universal Containers (UC) wants to schedule for repair service when an agent is unable tosolve the customer's problem via the call center.What functionality should a consultant recommend to satisfy the UC's need?
A. omni Channel B. Contact Request C. Field Service D. Mobile Connect
Answer: C
Explanation:
Field Service is a Salesforce product that enables companies to manage work orders,
service appointments, service resources, and service territories. It also provides features
such as scheduling optimization, mobile access, and offline support. Field Service is the
recommended functionality for scheduling repair service when an agent is unable to solve
the customer’s problem via the call center. Verified References: Service Cloud Consultant
Certification Guide & Tips, Field Service Overview
Question # 46
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the abilityto modify cases to the appropriate users. CK needs to understand the different between aPrivate and Public Read Only organization-wide defaults sharing model on cases.
A. in a Private sharing model, only queue members can take ownership or cases in theQueue. B. In a Public Read Only sharing model, all jsers can take ownership of cases in theQueue. C. In a Private sharing model, only queue members and direct reports can view cases in aQueue. D. In a Public Read Only sharing model, al users can view cases in a Queue.
Answer: D
Explanation: In a Public Read Only sharing model, all users can view cases in a Queue is
the correct statement that describes the difference between a Private and Public Read
Only organization-wide default sharing model on cases. Organization-wide default sharing
model is a setting that determines the baseline level of access users have to each other’s
records. Private sharing model means that only the record owner and users above them in
the role hierarchy can view and edit records, unless access is granted by other means,
such as sharing rules or manual sharing. Public Read Only sharing model means that all
users can view records, but only the record owner and users above them in the role
hierarchy can edit records, unless access is granted by other means. Queues are locations
where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work
on them. Users who are members of a queue can view and take ownership of records in
that queue. Users who are not members of a queue can view records in that queue if the
organization-wide default sharing model is Public Read Only or higher, but they cannot
take ownership of those records. Verified References: :
Which search mechanism should be used to find case comments from within the lightningservice console?
A. Search utility component B. Comment search component C. Comments list view D. Global search
Answer: D
Explanation:
Global search is a search mechanism that allows users to find records and information
across multiple objects and fields in Salesforce. Global search can be used to find case
comments from within the Lightning Service Console by entering keywords in the search
box and selecting Case Comments from the drop-down list. Users can also filter the search
results by fields such as case number, case owner, or comment date. Verified
References: Service Cloud Consultant Certification Guide & Tips, Find What You Need
with Search
Question # 48
A manager would like information on the knowledge base searches conducted bycustomers and call center agents. Which two metrics are useful for identifying knowledgearticle effectiveness?Choose 2 answers
A. Knowledge search query with no results. B. Knowledge articles with the lowest rating. C. Number of knowledge articles in each data category. D. Knowledge articles created by call center agents.
Answer: A,B
Explanation: These two metrics are useful for identifying knowledge article effectiveness,
as they indicate the gaps and weaknesses in the knowledge base. Knowledge search
query with no results shows how often customers and agents search for something that is
not covered by any article, which suggests a need for creating new content. Knowledge
articles with the lowest rating shows how satisfied customers and agents are with the
quality and relevance of the existing articles, which suggests a need for improving or
updating the content. Verified References: Report on Salesforce Knowledge
Articles and Knowledge Base Dashboards & Reports
Question # 49
Cloud Kicks wants to optimize its development methodology. Team members want tovisualize the workflow to ensure te everyone is aligned. In addition, the team limits theamount of work in a given state on capacity and bandwidth.Which methodoogy should a consultant recommend?
A. Extremen Programming B. Lean Development C. Scrum D. Kanban
Answer: D
Explanation:
Kanban is the recommended methodology to meet the requirements, because it allows CK
to optimize its development process by visualizing the workflow, limiting the work in
progress, and improving efficiency and quality. Kanban is a method that uses a board with
columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in
each stage based on their capacity and bandwidth, and to focus on delivering value to
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.Mow can a consultant address this concern'
A. Improve Validation Ru!e messages. B. Use Einstein Next Best Action. C. Configure Path for Cases. D. Implement record types and pege layouts.
Answer: B
Explanation:
Using Einstein Next Best Action is a solution that can address the concern of having too
many buttons and components on the Case layout. Einstein Next Best Action is a feature
that uses artificial intelligence to suggest the best actions or offers for each case, based on
the case information, business rules, and predictive models. Einstein Next Best Action can
help agents focus on the most relevant and effective features for each case and reduce
clutter on the Case layout. Verified References: :
Universal Containers wants to reduce the clicks a Customer Support Agent uses whenworking on a case. This includes the time it takes to create, resolve, and close the case.Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
A. Omni-Channel B. Publisher Actions C. Macros D. Quick Text E. Chatter
Answer: B,C,D
Explanation: Publisher actions, macros, and quick text are Salesforce productivity
features that can help reduce the clicks a customer support agent uses when working on a
case. Publisher actions are buttons that let you create records or perform tasks from the
feed or record page. Macros are sets of instructions that tell Salesforce how to update
fields, send emails, and perform other tasks on a case. Quick text are reusable messages
that you can insert into emails, chats, tasks, events, and more. Verified References: Sales
Cloud Productivity Best Practices
Question # 52
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple casessuch aspassword resets and order inquiries. In order to reduce the number of cases created, CKwants toprovide customer self-service in the following channels: web, SMS, Facebook Messenger,andWhatsApp.What is the recommended case deflection solution?
A. Chat for Web and In-App B. Digital Engagement Messaging C. Social Customer Service D. Einstein Bo
Answer: D
Explanation:
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an
automated chat agent that can handle simple and repetitive customer requests, such as
password resets and order inquiries, without involving a human agent. Einstein Bot can be
integrated with various messaging platforms, such as web chat, SMS, Facebook
Universal Containers wants to import an external knowledge base to Lightning Knowledgeusing the Knowledge Importer.How should this be implemented? Choose 2 answers
A. Article Record Types must be created before the import. B. Each Article Record Type must be in a separate CSV. C. Article Record Types will be created as part of the import. D. Multiple Article Record Types can be imported in the same CSV.
Answer: A,B
Explanation:
Article record types are record types that define different types of articles in Lightning
Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page
layouts, and actions are available for each article type. To import an external knowledge
base to Lightning Knowledge using the Knowledge Importer, you need to create article
record types before the import and have each article record type in a separate CSV file.
The CSV file name must match the article record type name exactly. Verified References:
[Import Articles into Lightning Knowledge]
Question # 54
The Support Manager at Universal Containers is getting inaccurate agent performancereports. After researching the data, the Salesforce Administrator has identified hundreds ofcases that are closed, but still owned by a queue.Which two solutions should a Consultant recommend to correct this problem? Choose 2answers
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
Explanation:
Case assignment rules are rules that automatically assign cases to users or queues based
on certain criteria. You can create a case assignment rule to ensure that cases are owned
by a user when they are closed, by setting the criteria to match the closed case status and
the action to assign the case to the user who last modified it. This way, you can prevent
cases from being closed while still owned by a queue. To correct the existing problem of
hundreds of cases that are closed but still owned by a queue, you can use a data tool such
as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified
References: [Case Assignment Rules] and [Data Tools]
Question # 55
A Contact Center Manager is implementing a new customer care program and wants tospecifically measure customer loyalty.Which three measures satisfy this requirement? Choose 3 answers
A. customer satisfaction Survey B. Customer Purchase History C. Customer Support Requests D. Net promoter Score E. Service Level Agreement
Answer: A,D,E
Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are
measures that can be used to specifically measure customer loyalty. Customer satisfaction
survey is a method of collecting feedback from customers about their satisfaction with a
product, service, or experience. Customer satisfaction survey can help measure customer
loyalty by indicating how happy customers are with the company and how likely they are to
continue doing business with them. Net promoter score is a metric that measures the
willingness of customers to recommend a company’s products or services to others. Net
promoter score can help measure customer loyalty by indicating how loyal customers are
to the company and how likely they are to refer new customers to them. Service level
agreement is a contract that defines the level of service that a customer expects from a
provider, such as response time, resolution time, availability, or quality. Service level
agreement can help measure customer loyalty by indicating how well the company meets
the customer’s expectations and how satisfied the customer is with the service. Verified
References: Service Cloud Consultant Certification Guide & Tips, Measure Customer
Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones
Question # 56
How should a Consultant provide Suggested Article functionality to Lightning ServiceConsole users?
A. Add the Knowledge Component to the Service Console. B. Add the Knowledge tab to the Console app. C. Create email templates with Knowledge Articles attached. D. Add the Suggested Article widget to the Case page layout.
Answer: A
Explanation: The Knowledge component is a Lightning component that displays relevant
articles on the case record page based on the case information. Agents can use the
component to search for articles, attach articles to cases, view article details, and provide
feedback on articles. The Knowledge component provides suggested article functionality to
Lightning Service Console users by automatically recommending articles that match the
case subject, description, or data categories. Verified References: Service Cloud
Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
Question # 57
Universal Containers need to determine whether the work orders and customer contactsshould be stored as chil cases or on a related custom object.Which three aspect should the consultant consider to meet the requirements?Choose 3 answers
A. Work order and customer contact escalation requiements B. Visibility and accesst to the work order records C. Total number of accound and contact records in the database D. Accoun team relationship to the primary contact E. Case closure rules on the original case
Answer: A,B,E
Explanation:
These are three aspects that the consultant should consider to determine whether the work
orders and customer contacts should be stored as child cases or on a related custom
object. Work order and customer contact escalation requirements are aspects that affect
how urgent and complex the work orders and customer contacts are, and how they should
be handled by different levels of agents or managers. Visibility and access to the work
order records are aspects that affect who can view and edit the work order records, and
how they are shared with other users or groups. Case closure rules on the original case are
aspects that affect when and how the original case can be closed, and what actions need
to be performed on the related records before closing the case. Verified References: :
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy toProduction.Which two deployment solutions should a consultant use to ensure skills-based routing isoperational in ProductionChoose 2 answers
A. Data Import Wizard B. Change Sets C. Data Loader D. Mass Transfer Records
Answer: B,C
Explanation: These are two deployment solutions that the consultant should use to ensure
skills-based routing is operational in Production. Change Sets are tools that allow
administrators to deploy changes from one Salesforce org to another, such as custom
objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration
changes related to skills-based routing, such as service channels, routing configurations, or
routing rules. Data Loader is a tool that allows administrators to import or export data from
Salesforce, such as records, attachments, or documents. Data Loader can be used to
migrate the data related to skills-based routing, such as skills, skill assignments, or queues.
Ursa Major Solar’s support department would like to implement an entitlement process toensure customers receive the appropriate support based on their service level agreements(SLAs)Which two features need to be configured as part of the implementation?Choose 2 answers
A. Workflow Actions B. Milestones C. Assignment Rule D. Escalation Rule
Answer: B,D
Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of the
entitlement process implementation. Milestones are time-dependent steps that represent
required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or
Leave a comment
Your email address will not be published. Required fields are marked *