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Salesforce Service Cloud Administration Sample Questions (Q329-Q334):
NEW QUESTION # 329
Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Service contracts
- B. Case history
- C. Products
- D. Contacts
Answer: A,D
NEW QUESTION # 330
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Account team relationship to the primary contact
- C. Case closure rules on the original case
- D. Work order and customer contact escalation requirements
- E. Visibility and accessto the work order records
Answer: C,D,E
NEW QUESTION # 331
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign users a permission with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign user to public group with access to the service console app
Answer: B,C
NEW QUESTION # 332
For which purpose should a contact center use Visual Flow?
- A. To escalate to the support manager if it has been open for more than 72hours
- B. To automate business processes for agents who troubleshoot customer support issues via phone
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level
Answer: B
NEW QUESTION # 333
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Move to a cloud -based telephony system.
- B. Implement an adapter built on Open CTI.
- C. Implement an adapter using the Telephony API.
- D. Build an adapter using the telephony vendor's toolkit.
Answer: B
NEW QUESTION # 334
......
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