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Salesforce Administer and Maintain Service Cloud Sample Questions (Q156-Q161):

NEW QUESTION # 156
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

A. Omni-Channel with Einstein Case Routing
B. Omni-Channel with Capacity-Based Routing
C. Omni-Channel with Queue-Based Routing

Answer: B

Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.

NEW QUESTION # 157
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

A. Create a Macro to send an email with Knowledge articles.
B. Set up the Case Deflection component to share Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.

Answer: A

Explanation:
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents.

NEW QUESTION # 158
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?

A. Enable the knowledge sidebar related list on the case page layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
D. Create a visualforce page called knowledge sidebar on the case page layout.

Answer: C

Explanation:
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5

NEW QUESTION # 159
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A. Lightning External Apps Starter
B. Customer Community Plus
C. High Volume Customer Portal
D. Customer Community

Answer: B

NEW QUESTION # 160
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

A. Apex Trigger
B. Scheduled flow
C. Dynamic Form
D. Quick Action

Answer: D

Explanation:
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified Reference: 2: Create a Swarm in Slack

NEW QUESTION # 161
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ADX261 Reliable Test Practice | New ADX261 Test Camp

New ADX261 Test Camp, ADX261 Brain Exam

Salesforce Administer and Maintain Service Cloud Sample Questions (Q156-Q161):

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