UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
Explanation:
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users’ functional access without changing their profiles.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted. Which approach should a Consultant implement?
A. Lightning Component
B. Contact Request flow
C. Direct Messaging
D. Case queues
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support. What is the recommended solution to meet the requirements?
A. Knowledge One with Article Recommendations
B. Experience Cloud with self-support
C. Omni-Channel with Skills-Based Routing.
D. Live Agent and Live Message
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter. What is the recommended solution to meet the requirements'
A. Configure e deshboerd refresh schedule.
B. Ensure View All Data is not assigned to users.
C. Use a Dynamic Dashboard based on running user.
D. Add multiple Dashboard Filters.
Explanation:
Adding multiple Dashboard Filters is a solution that can enable Cloud Kicks to view cases resolved on the first call from different perspectives, such as by product line or case close date quarter. Dashboard Filters are criteria that can be applied to dashboard components to show data for a specific dimension, such as a field, a value, or a range. Dashboard Filters can help create interactive and dynamic dashboards that show different views of the data.
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce. What is the recommended license for the specialists?
A. Knowledge Only User
B. Satesforce
C. WDC Only User
D. Salesforce Platform
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements?
A. Omni-Channel with Capacity-Based Routing
B. Omni-Channel with Queue-Based Routing
C. Omni-Channel with Einstein Case Routing
Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user. What is the recommended Experience Cloud license to meet the requirements?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day. Which two features should a Consultant recommend? Choose 2 answers
A. Facebook Messaging
B. Escalation Rules
C. Chat
D. Case Auto-Response
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.
Explanation:
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria. You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk.
Verified References: [Case Assignment Rules] and [Data Tools]
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?
A. Prepare, Plan, Test, Validate, Execute
B. Plan, Prepare, Execute, Test, Validate
C. Plan, Prepare, Test, Execute, Validate
Explanation:
The recommended approach for data migration, especially for critical business operations like case management, involves a series of well-defined steps. Planning involves outlining the migration strategy and identifying the data to be migrated. Preparation includes cleaning and preparing the data for migration. Testing ensures that the migration processes work as intended in a controlled environment. Execution is the actual migration of data to Salesforce. Validation involves checking the migrated data in Salesforce to ensure accuracy and integrity, ensuring a smooth transition to the new system.
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