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Salesforce Service Cloud Administration Sample Questions (Q109-Q114):
NEW QUESTION # 109
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access based on criteria of the article.
- B. Create separate data category groups for each division and assign the category to a division profile.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION # 110
Which solution should a consultant recommend?
- A. Enable the knowledge sidebar setting in the case support settings.
- B. Create a visualforce page called knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
Answer: D
NEW QUESTION # 111
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Approval Processes
- B. Support Processes
- C. Support Types
- D. Record Types
Answer: B,D
NEW QUESTION # 112
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Salesforce Knowledgebase
- B. Field Service Lightning
- C. Chatter Groups
- D. Service Cloud SOS
Answer: B,D
NEW QUESTION # 113
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A workforce management system
- B. An enterprise resource planning system
- C. A third -party mobile application platform
- D. A knowledge management system
Answer: B
NEW QUESTION # 114
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