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Salesforce Service Cloud Administration Sample Questions (Q131-Q136):

NEW QUESTION # 131
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers

• A. Report on the articles attached to cases
• B. Report on the articles followed in Chatter
• C. Report on agent feedback on articles
• D. Report on agent ratings on articles

Answer: A,D
NEW QUESTION # 132
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

• A. Configure article types for each kind of content
• B. Configure workflow rules for each data category
• C. Configure data category values for each product
• D. Define approval processes for each product
• E. Define approval processes for eacharticle type

Answer: A,B,C
NEW QUESTION # 133
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)

• A. Approval of test scripts from the business lead
• B. Verification of the production migration checklist
• C. Verification that sample data has been loaded
• D. Fund customer approval on training materials

Answer: A,C
NEW QUESTION # 134
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

• A. Document the requirements gap and communicate development options to the project team
• B. Adjust the project scope to accommodate new requirements and continue with the original project schedule
• C. Add development resources to the project team to build out the additional requirements.
• D. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Answer: A
NEW QUESTION # 135
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Agile
• B. Kanban
• C. Waterfall
• D. Force.com IDE

Answer: A
NEW QUESTION # 136
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