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Salesforce Service Cloud Administration Sample Questions (Q80-Q85):

NEW QUESTION # 80
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

• A. Create a unique case page layout for each channel grouping.
• B. Create an agent role for each channel grouping.
• C. Create an agent profile foreach channel grouping.
• D. Create a service cloud console to support all channel groupings.

Answer: A
NEW QUESTION # 81
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used toaccomplish this?

• A. Partial Copy Sandbox
• B. Administrator Sandbox
• C. Developer Pro Sandbox
• D. Full Sandbox

Answer: A,C,D
NEW QUESTION # 82
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

• A. Remove these fields from the page layout and add the components to the highlights panel.
• B. Remove these fields from the page layout and add the fields to the highlights panel
• C. Add the fields to the page layout and add the fields to the highlights panel.
• D. Add these fields to the page layout and add the components to the highlights panel

Answer: C
NEW QUESTION # 83
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

• A. Customize the Pre-chat form.
• B. Configure a Live Chat Validation Rule.
• C. Configure Lightning Guided Engagement.
• D. Customize the Lightning Console chat page.

Answer: A
NEW QUESTION # 84
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

• A. Ability to determine if a customer has escalated a case in the past
• B. Ability to specify unique service levels for each customer
• C. Ability to prompt callers for the service contract number within IVR menus
• D. Ability to enforce service levels with the time-dependent processes

Answer: B,C
NEW QUESTION # 85
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