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Salesforce Administer and Maintain Service Cloud Sample Questions (Q198-Q203):

NEW QUESTION # 198
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case
record page.

A. Add the knowledge related list to the case record page
B. Add the knowledge tab to the service console
C. Add knowledge component to case record page
D. Add knowledge data categories to each case

Answer: C

NEW QUESTION # 199
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Have customers search the Knowledge base for solutions.
B. Create an Experience Cloud site for customers.
C. Provide a toll-free customer support phone number.

Answer: B

NEW QUESTION # 200
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A. Enable the knowledge sidebar setting in the case support settings.
B. Enable the knowledge sidebar related list on the case page layout.
C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
D. Create a visualforce page called knowledge sidebar on the case page layout.

Answer: A

NEW QUESTION # 201
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

A. Omni-Channel
B. Case team
C. Case assignment rules

Answer: A

NEW QUESTION # 202
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

A. Omni-channel Skills-based routing
B. Case Skills-based Assignment Rules
C. Chat Queue-based routing
D. Omni-channel Queue-based routing

Answer: D

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 Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_queue_based_routing.htm&type=5

NEW QUESTION # 203
......

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Ray Ford Ray Ford

Biography

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