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Salesforce Certified Service cloud consultant Sample Questions (Q97-Q102):

NEW QUESTION # 97
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

* A. Set article Org Wide Default to Public ReadWrite.
* B. Add Authors to the FaQ Data Category.
* C. Grant Authors access to the FaQ record type
* D. Grant Authors access to the FAQ article type.
Answer: C

Explanation:
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5

NEW QUESTION # 98
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?

* A. Do multiple versions of the entitlements need to be created and maintained?
* B. It support provoded on a periodic basis and renewed annually?
* C. Do Service Agents need to determine whether a customer is eligible for support?
* D. Will customers access selft service resources through Experince Cloud?
Answer: B

Explanation:
Explanation
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified References: : Service Contracts and Entitlements

NEW QUESTION # 99
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

* A. Implement Apex triggers for Contact.
* B. Grant "View All Data" and instruct them to search.
* C. Configure and activate Duplicate Management.
Answer: C

Explanation:
To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like "View All Data."

NEW QUESTION # 100
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new
method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents
under 25 MB by the customer.
Which method should the consultant suggest?

* A. Web to case forms
* B. On-Demand Email-to-case
* C. Standard email to case
* D. Omni channel routing
Answer: B

NEW QUESTION # 101
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

* A. Create a case assignment rule to ensure cases are owned by a user when closed.
* B. Create a case validation rule to ensure cases are owned by a user when closed.
* C. Use Data Loader periodically to assign these cases to a default owner.
Answer: B

Explanation:
To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.

NEW QUESTION # 102
......

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