ServiceCon P1

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

• Smart Links

• Approval Process

• Apex Trigger

• Article Translation

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

• Do multiple versions of the entitlements need to be created and maintained?

• Do Service Agents need to determine whether a customer is eligible for support?

• It support provoded on a periodic basis and renewed annually?

• Will customers access selft service resources through Experince Cloud?

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?

• Create a sharing rule for each division to provide access using the role hierarchy.

• Create separate data category groups for each division and assign the category to a division profile.

• Create a single data category group for each division and provide access using the role hierarchy.

• Create a sharing rule for each division to provide access based on criteria of the article.

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

• Data Loader

• Data Import Wizard

• Change Sets

• Mass Transfer Records

Service agents at Cloud Kicks frequently encounter duplicate cases that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

• Configuration a blocking duplicate rule

• Set a validation rule

• Create an auto-launched flow.

• Enable Case Merge.

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement?

Choose 3 answers

• Publisher Actions

• Chatter

• Omni-Channel

• Macros

• Quick Text

Universal containers would like for articles to be suggested to agents based on information they are typing into the case.

What solution should a consultant recommend?

• Enable the knowledge sidebar setting in the case support settings.

• Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

• Create a visualforce page called knowledge sidebar on the case page layout.

• Enable the knowledge sidebar related list on the case page layout.

universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

• Dashboad folder sharing

• Case Object permissions set to create and read

• Org wide default for cases set to private

• Dynamic dashboards

Milestones can be added to which three object types?
Choose 3 Answers

• Account

• Service

• Case

• Work order

• Entitlement

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

• Allow Comments on Knowledge articles.

• Create a self-service Help Center.

• Implement Case Assignment Rules.

• Enable Chat in an Experience Cloud site.