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Salesforce Administer and Maintain Service Cloud Sample Questions (Q62-Q67):

NEW QUESTION # 62
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 acess to FAQ artcle type
• B. Set Article Or Wide to Public Read Write
• C. Add Authors to the FAQ data category
• D. Grant authors access to the FAQ records type

Answer: D
NEW QUESTION # 63
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

• A. Case Escalation
• B. Salesforce Console
• C. Case Assignment
• D. Entitlements and Milestones

Answer: D
NEW QUESTION # 64
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

• A. Number of cases closed by a self-service user
• B. Number of IVR inquiries without agent involvement.
• C. Average call handle time by team.
• D. Number of cases created - - Site by month

Answer: A,D
NEW QUESTION # 65
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. Grant Authors access to the FAQ article type.
• C. Grant Authors access to the FaQ record type
• D. Add Authors to the FaQ Data Category.

Answer: C
NEW QUESTION # 66
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

• A. Contracts and SLASs
• B. Cases
• C. Chatter Answers
• D. Contacts

Answer: C,D
NEW QUESTION # 67
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