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Salesforce Administer and Maintain Service Cloud Sample Questions (Q107-Q112):

NEW QUESTION # 107
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

A. Migrate parent cases first.
B. Migrate child cases first.
C. Migrate parent and child cases together.

Answer: C

Explanation:
When migrating from a legacy case management system to Salesforce, it's essential to retain the existing parent-child relationships between cases. Migrating parent and child cases together ensures that these relationships are preserved in the new system. This approach requires careful planning and mapping of case relationships during the migration process to maintain the hierarchical structure of cases, ensuring continuity and integrity of case management practices in Salesforce.

NEW QUESTION # 108
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

A. Implement Skills-Based Routing.
B. Implement Einstein Article Recommendations.
C. Implement Queue-Based Routing

Answer: A

Explanation:
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.

NEW QUESTION # 109
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Cases report sorted by Rep and Case CreatedDate
B. Omni-Channel Supervisor tab
C. Omni-Channel Utility Component
D. Cases report sorted by Rep and Case Owner

Answer: B

Explanation:
The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_tab.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_monitor_agents.htm&type=5

NEW QUESTION # 110
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

A. Reports and dashboards
B. Flow with notifications
C. Approval process

Answer: C

Explanation:
To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

NEW QUESTION # 111
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?

A. Use File Preview in the chat.
B. Ask the customer to send the PDF via email.
C. Download the PDFs from the chat.

Answer: A

NEW QUESTION # 112
......

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