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Salesforce Certified Service cloud consultant Sample Questions (Q117-Q122):

NEW QUESTION # 117
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

• A. Milestones
• B. Assets
• C. Cases
• D. Service contracts

Answer: D
NEW QUESTION # 118
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A. Knowledge Action to Publish an Article once the Article is approved.
• B. Validation Rules for article record types to verify all fields during creation.
• C. Approval Process that assigns an Article to a Reviewer Queue.
• D. Data Category to assign an article record type to a Reviewer.

Answer: C,D
NEW QUESTION # 119
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge
Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

• A. Include images in an .html file using the image tag and src attribute
• B. Ensure that each image does NOT exceed the maximum of 25 MB
• C. Upload the images into Salesforce prior to importing the articles
• D. Convert all images to .jpeg, as this is the only supported file type

Answer: A
NEW QUESTION # 120
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

• A. Create geography-based roles to restrict access by mapping article types
• B. Create geography-based profiles to restrict access by mapping article types
• C. Create geography-based profiles to restrict access using data categories
• D. Create geography-based roles to restrict access using data categories

Answer: D
NEW QUESTION # 121
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

• A. Workforce Engagement Self Scheduling
• B. Visual Remote Assistant
• C. Field Service Scheduler
• D. Omni-Channel Routing

Answer: C
NEW QUESTION # 122
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