Free Service-Cloud-Consultant – Salesforce Certified Service cloud consultant (WI23) Practice Test Question

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  Users must use Lightning Experience.
  

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  Publisher Actions used in the macros must be on the page layout.
  

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  The Macros widget or utility must be added to the console.
  

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  The Run Macros Permission must be granted to users.
  

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  The Run Macros Action must be on the page layout.
  

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  Data Cleansing
  
  
  
  
  

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  Data Normalization
  

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  Activate data validation rules
  

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  Data mapping
  

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  Community
  

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  Web -to -Case
  

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  Live Agent
  

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  Chatter Questions
  

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  Attachments and .html files in Classic Knowledge are moved to the Files object.

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  Visualforce pages refer to Classic article types.

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  Each article must be associated to a record type.

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  Approval process history migrate to Lightning Knowledge.

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  Article numbers change during migration.
  

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  Route to agents with the most cases closed for that topic.
  

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  Route to agents staffing the assigned overflow queues.
  

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  Route to agents with the least amount of active assigned work.
  

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  Route to agents with the most capacity to take on new work.
  

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  Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
  

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  Create a central "Contact Us" page which provides access to all available channels.
  

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  Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  

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  Optimize the customer community for mobile devices to have access to the same support as desktops.
  

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  Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  
  
  
  
  

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  Number of cases escalated by agent
  

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  Number of articles created by agent
  

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  Number of articles attached to a case
  

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  Number of solutions created by agent
  

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  Salesforce Connect

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  Custom Objects

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  Middle-tier integration

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  External Objects

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  Increased call deflection
  

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  Increased call routing accuracy
  

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  Reduced issue resolution time
  

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  Reduced support channels
  

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  Optimized use of resources
  

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  Set up Milestones.
  

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  Enable Work Orders.
  

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  Create an Entitlement Process.
  

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  Configure Service Contracts.
  

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  Approval process CANNOT allow publishing of articles that have specific validation statuses
  
  
  
  
  

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  Article permission sets allow agents to participate in the article publishing process
  

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  Articles CANNOT be published until they are reviewed and validated by a qualified author
  

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  Knowledge uses public groups as a way to assign users to specific tasks related to articles
  

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  To escalate a case to the support manager if it has been open for more than 72 hours.
  

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  To automatically assign cases to a specific queue based on the customer support level.
  

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  To assign follow-up tasks to an agent one week after a case is closed.
  

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  To automate business processes for agents who troubleshoot customer support issues via phone.
  

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  Omni channel

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  Appexchange solution

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  Custom lightning component

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  Social Conversation component

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  Use a workflow rule with an action
  

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  Use a validation rule
  

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  Use a case assignment rule
  

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  Use an Apex trigger
  

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  Computer Telephony Integration
  

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  Interactive Voice Response
  

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  Automatic Call Distribution
  

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  Order Management System
  

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  Configure Omni-Channel Supervisor tab and 3rd party access.
  

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  Configure Live Agent Supervisor tab and Whisper Messages.
  

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  Add the Live Agent Component to the Utility bar.
  
  
  
  
  

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  Configure the SOS snap-in for the Lightning Service Console.
  

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  Web-to-Case
  

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  Email-to-Case
  

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  Salesforce for Outlook
  

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  On-Demand Email-to-Case
  

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  Activate Knowledge One within the Salesforce Console for Service.
  

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  Create a Knowledge Visualforce component on the case detail page.
  

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  Activate Knowledge One on the case detail page.
  

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  Create a Knowledge Visualforce component within the Salesforce Console for Service.
  

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  Create a custom list view for cases, contacts, and orders and pin them to the side bar.
  

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  Enable the "Access Recent Items" user permission on the user profiles.
  

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  Enable the "History" component within the Salesforce Console for Service.
  

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  Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
  

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  Enable social profile and add workflow rules to the contact object
  

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  Use Twitter-to-Case and add workflow rules to the case object
  

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  Enable social profile and add assignment rules to the case object
  

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  Use the routing queues provided with Salesforce for Twitter and Facebook