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Salesforce Administer and Maintain Service Cloud Sample Questions (Q39-Q44):

NEW QUESTION # 39
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

• A. Use a data tool to update the owner field on closed cases.
• B. Create a Process Builder and Flow to change the owner on closed cases.
• C. Create a case validation rule to ensure cases are owned by a user when closed.
• D. Create a case assignment rule to ensure cases are owned by a user when closed.

Answer: A,D
NEW QUESTION # 40
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

• A. Chatter Answers
• B. Article Translation
• C. Data Category Groups
• D. Data Category Visibility

Answer: D
NEW QUESTION # 41
Which search mechanism should be used to find case comments from within the lightning service console?

• A. Comments list view
• B. Comment search component
• C. Search utility component
• D. Global search

Answer: D
NEW QUESTION # 42
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

• A. Grant authors access to the FAQ records type
• B. Add Authors to the FAQ data category
• C. Set Article Or Wide to Public Read Write
• D. Grant Authors acess to FAQ artcle type

Answer: A
NEW QUESTION # 43
Milestones can be added to which two Object types?
Choose 2 answers

• A. service
• B. Work Order
• C. Last
• D. Account

Answer: B,C
NEW QUESTION # 44
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