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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q113-Q118):

NEW QUESTION # 113
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Private
B. Visible in Portal
C. Read/Write
D. Read Only

Answer: D

NEW QUESTION # 114
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?

A. Ask the customer to send the PDF via email.
B. Use File Preview in the chat.
C. Download the PDFs from the chat.

Answer: B

Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.

NEW QUESTION # 115
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a single data category group for each division and provide access using the role hierarchy.
B. Create a sharing rule for each division to provide access based on criteria of the article.
C. Create separate data category groups for each division and assign the category to a division profile.
D. Create a sharing rule for each division to provide access using the role hierarchy.

Answer: A

Explanation:
Explanation
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories

NEW QUESTION # 116
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers

A. Number of leads created
B. Opportunities per channel
C. Cost per call
D. Average queue time per agent
E. Number of sales queues

Answer: A,B,C

NEW QUESTION # 117
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A. @mention the SMEs on the case Chatter feed and follow the case
B. Use hashtag (#) to track the customer case and SMEs comments
C. Bookmark all the comments related to the issue from SMEs
D. Follow the SMEs to receive automatic updates when they add case comments

Answer: A

NEW QUESTION # 118
......

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