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Salesforce Administer and Maintain Service Cloud Sample Questions (Q178-Q183):

NEW QUESTION # 178
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?

A. Use child Cases to interact with the partner.
B. Send Email Quick Action to loop in the stakeholders.
C. Use Slack for Service for Case Swarming.

Answer: C

NEW QUESTION # 179
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

A. Last modified date and total number of article view in the last year
B. Last modified date and terms searched frequently in the last year
C. Original creation date and total number of article views in the last year

Answer: A

NEW QUESTION # 180
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

A. Use custom case assignment rules.
B. Implement an Apex solution.
C. Use a third-party app from AppExchange.

Answer: A

Explanation:
To route cases from social channels efficiently within a limited timeframe, configuring custom case assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria, ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution.

NEW QUESTION # 181
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

A. While holding for a support agent
B. Web-to-case question
C. On-demand email to case
D. An email to case inquiry

Answer: D

NEW QUESTION # 182
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Visible in Portal
B. Read/Write
C. Private
D. Read Only

Answer: D

NEW QUESTION # 183
......

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