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Download Administer and Maintain Service Cloud Exam Dumps
NEW QUESTION # 51
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 knowledge data categories to each case
- C. Add knowledge component to case record page
- D. Add the knowledge tab to the service console
Answer: C
NEW QUESTION # 52
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Field Service with Integrated Payments
- C. Experience Cloud with Customer Account Portal template
- D. Service Cloud Voice with Tele-pay
Answer: D
NEW QUESTION # 53
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION # 54
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Create a dashboard to track and manage call volumes by type.
- B. Configure IVR routing to bypass Tier 1 for the product line.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: C
NEW QUESTION # 55
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Plan and communicate the deployment to all users of the organization in advance.
- B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- C. Select a window of time when users will NOT be making changes to the organization.
- D. Migrate a test deployment to a staging environment for a smoother real-life experience.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: A,C,D
NEW QUESTION # 56
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