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Salesforce Administer and Maintain Service Cloud Sample Questions (Q34-Q39):
NEW QUESTION # 34
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: A
NEW QUESTION # 35
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case age report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case historical trending report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION # 36
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Configure Web-to-Case.
- B. Create a Customer Experience Cloud site.
- C. Deploy a Partner Central Community.
- D. Implement Recommended Articles.
Answer: D
NEW QUESTION # 37
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to pass data to legacy systems.
- B. Elements can be used to update fields in the database.
- C. Apex code must be used to update fields in the database.
- D. Only one version of a flow can be activated at a time.
- E. Elements can be used to pass data to legacy systems.
Answer: C,D,E
NEW QUESTION # 38
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Number of cases closed by a self-service user
- B. Average call handle time by team.
- C. Number of cases created - - Site by month
- D. Number of IVR inquiries without agent involvement.
Answer: A,C
NEW QUESTION # 39
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