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Salesforce Service Cloud Administration Sample Questions (Q289-Q294):
NEW QUESTION # 289
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?
- A. Configure lightning guided engagement.
- B. Customize the pre-chat form.
- C. Customize the lightning console that page.
- D. Configure a chat validation rule.
Answer: B
NEW QUESTION # 290
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. All of the above
- C. They are higher in the Role Hierarchy than a Queue Member
- D. They have a Contact Manager Profile
- E. They are members of that Queue
Answer: C,E
NEW QUESTION # 291
Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Validation Rules for Article Types to verify all fields during creation
- B. Approval Process that assigns an Article to a Reviewer Queue
- C. Knowledge Action to Publish an Article once the Article is approved
- D. Data Category to assign an Article Type to a Reviewer
Answer: A,D
NEW QUESTION # 292
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: B
NEW QUESTION # 293
Which support channel requires the smallest amount of agent work time?
- A. Email to case
- B. Webself service
- C. Web to case
- D. Chat
Answer: B
NEW QUESTION # 294
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