UC has created permission sets granting access to object and fields in one of its sandboxes. 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
The contact center at universal containers wants to increase its profit margins by promoting call 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
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them 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.
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving 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
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, 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 resolution time 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.
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
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments 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
Cloud Kicks (CK) provides varying levels of support based on the customer’s Service Contract. For customer with a Gold Service Contract, agents must provide a response to each 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
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce. What is the recommended license for the specialists?
A. Knowledge Only User
B. Satesforce
C. WDC Only User
D. Salesforce Platform
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 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