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Salesforce Administer and Maintain Service Cloud Sample Questions (Q92-Q97):

NEW QUESTION # 92
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

• A. Omni-Channel Utility Component
• B. Omni-Channel Supervisor tab
• C. Cases report sorted by Rep and Case Owner
• D. Cases report sorted by Rep and Case CreatedDate

Answer: B
NEW QUESTION # 93
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

• A. Create email templates with Knowledge Articles attached.
• B. Add the Knowledge tab to the Console app.
• C. Add the Suggested Article widget to the Case page layout.
• D. Add the Knowledge Component to the Service Console.

Answer: D
NEW QUESTION # 94
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

• A. Create a softphone layout and assign to user profiles.
• B. Install an adapter from AppExdiange to work with third-party CTI systems.
• C. Assign the Salesforce CTI license to Salesforce users.
• D. Enable Live Agent in their community to chat with an agent.
• E. Assign the correct Salesforce users to the Call Center.

Answer: A,B,E
NEW QUESTION # 95
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

• A. Email-to-Case
• B. On-Demand Email-to-Case
• C. Web-to-Case
• D. Salesforce for Outlook

Answer: A
NEW QUESTION # 96
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A. Require that an article be added when closing a case
• B. Enable and configure wildcards for article searches
• C. Restrict the Manage Articles user permission
• D. Set up an intuitive Data Category hierarchy

Answer: A,B
NEW QUESTION # 97
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