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Salesforce Updated Service-Cloud-Consultant Exam Questions and Answers by hubert

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Salesforce Service-Cloud-Consultant Exam Overview :

Exam Name: Salesforce Certified Service cloud consultant (SP23)
Exam Code: Service-Cloud-Consultant Dumps
Vendor: Salesforce Certification: Certified Service Cloud Consultant
Questions: 177 Q&A's Shared By: hubert
Question 48

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

Options:

A.

Create a folder for each product line and share them with public groups.

B.

Set the organization-wide default to Private and create sharing rules to share them with roles.

C.

Add a permission set for Read access to the appropriate product line.

Discussion
Question 49

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Options:

A.

Use Slack for Service for Case Swarming.

B.

Send Email Quick Action to loop in the stakeholders.

C.

Use child Cases to interact with the partner.

Discussion
Question 50

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

Options:

A.

Click Publish after the Approval Process.

B.

Set the status to Published fram the Knowledge approval page.

C.

Set the final approval action to 'Lock the record for editing’.

Discussion
Question 51

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of

the article file attachments were migrated.

How can a consultant migrate the file attachments?

Options:

A.

Use the Files Related List on each article to add files to the articles.

B.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

C.

Upload the files as Documents, then relate them to the migrated articles.

Discussion
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