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Salesforce Service Cloud Administration Sample Questions (Q81-Q86):

NEW QUESTION # 81
Which solution should a consultant recommend?

A. Create a visualforce page called knowledge sidebar on the case page layout.
B. Enable the knowledge sidebar related list on the case page layout.
C. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
D. Enable the knowledge sidebar setting in the case support settings.
E. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Answer: E

NEW QUESTION # 82
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

A. Returns a link that returns a post with the samereference
B. Tag another chatter user
C. Deletes posts

Answer: A

NEW QUESTION # 83
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. Global Actions need to be on the publisher layout.
B. The specific Quick Action must be added to the CaseFeed.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.

Answer: B,C

NEW QUESTION # 84
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A. Computer Telephony Integration
B. Automatic Call Distribution
C. Interactive Voice Response
D. Order ManagementSystem

Answer: C

NEW QUESTION # 85
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. Email-to-Case
B. On-Demand Email-to-Case
C. An AppExchange package
D. web-to-Case

Answer: B

NEW QUESTION # 86
......

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