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Salesforce Service Cloud Administration Sample Questions (Q36-Q41):
NEW QUESTION # 36
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Least Active Routing
- B. Configure Omni-Channel withMost Available Routing
- C. Configure Case Assignment Rules
- D. Configure Live Agent Skills-based Routing
Answer: B
NEW QUESTION # 37
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- B. Configure the agent console and display the articles, case view, and external system custom object
- C. Create a custom Visualforce page to display case list view, external system, and knowledgearticles
- D. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
Answer: D
NEW QUESTION # 38
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate case data and deploy to all users at office
- B. Deploy based on the numberof trainers available
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Deploy in phases using countries as pilots
Answer: D
NEW QUESTION # 39
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Use integrated voice response
- C. Increase the Call-to-Order ratio
- D. Use suggested Knowledge articles
Answer: B,D
NEW QUESTION # 40
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Manually re-create the Permission Sets
- B. Create an Unmanaged Package
- C. Use a Change Set
- D. Publish a Managed Package
Answer: C
NEW QUESTION # 41
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