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Guide for Service Cloud Administration (SU21)

Quiz Service Cloud Administration (SU21)

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/ 10

Quiz

1/10
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? (Choose 3 answers)
Select the answer
3 correct answers
A.
Attachments and .html files in Classic Knowledge are moved to the Files object.
B.
Visualforce pages refer to Classic article types.
C.
Each article must be associated to a record type.
D.
Approval process history migrate to Lightning Knowledge.
E.
Article numbers change during migration.

Quiz

2/10
The Service Manager at universalContainers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching
the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
Select the answer
1 correct answer
A.
Create an article action for each record type and assign them to each team based on their product
specialization
B.
Create a permission set foreach record type and assign them to each team based on their product
specialization
C.
Create a page layout for each article type and assign them to each team based on their product
specialization
D.
Create a data category for each product and assign themto each team bases on their product
specialization

Quiz

3/10
Which solution should a consultant recommend?
Select the answer
1 correct answer
A.
Enable the knowledge sidebar related list on the case page layout.
B.
Create a visualforce page called knowledge sidebar on the case page layout.
C.
Enable the knowledge sidebar setting in the case support settings.
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.

Quiz

4/10
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same
team of Service Representatives will be handling both types of communication from customers. Which
solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate
number of issues?
Select the answer
1 correct answer
A.
Omni Channel
B.
Process Builder Assignment
C.
Live Agent
D.
Case Assignment Rules

Quiz

5/10
Universal Containers has scheduled a major upgrade to its Customer Community next month. The
community is expected to beunavailable for approximately 8 hours. The executive team is concerned
about how the upgrade and associated outage will impact customers. Which three measures should the
Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
Select the answer
3 correct answers
A.
Publish ongoing updates to the community knowledge base with details about the upgrade.
B.
Communicate information about the upgrade to customers in advance.
C.
Send routine status updates to customers via Chatter during the upgrade.
D.
Replace the default outage page with a custom page containing upgrade information.
E.
Notify customers once the upgrade is completed and full services are restored.

Quiz

6/10
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
Select the answer
1 correct answer
A.
Set up communication channel layouts in the object manager to use Insert Article into Social post.
B.
Set up insert Article into Social post and enable the customer community portal.
C.
Create a Chatter group and invite the customer to join with an external chatter user.
D.
Create a Visualforce page on the customer community portal.

Quiz

7/10
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with
support agents via email. Which options areavailable with Email-to-Case? (Choose 2)
Select the answer
2 correct answers
A.
Only one inbound email address can be used for Email-to-Case
B.
Follow-up emails and attachments related to a case are attached to the case
C.
Assignment, escalation, and workflow rules are processed on inboundemails
D.
Follow-up emails related to a case will update the case comments

Quiz

8/10
Universal Containers is using the Lightning Service Console for managing cases and wants to add a
softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? (Choose 3 answers)
Select the answer
3 correct answers
A.
Install an adapter from AppExdiange to work with third-party CTI systems.
B.
Enable Live Agent in their community to chat with an agent.
C.
Assign the correct Salesforce users to the Call Center.
D.
Create asoftphone layout and assign to user profiles.
E.
Assign the Salesforce CTI license to Salesforce users.

Quiz

9/10
A company frequently has issues with customers that need complex, hands-on technical support with
high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
Select the answer
1 correct answer
A.
Customer Community
B.
Field Service Lightning
C.
SOS Video Chat
D.
Salesforce Knowledge

Quiz

10/10
Which two solutions should Universal Containers consider to increaseContact Center Agent productivity?
Choose 2 answers
Select the answer
2 correct answers
A.
Enable templates for written responses.
B.
Increase the number of agents.
C.
Improve the agent interface.
D.
Employ surveys to confirm customer satisfaction.
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