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Salesforce Service Cloud Administration Sample Questions (Q10-Q15):
NEW QUESTION # 10
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
Answer: A
NEW QUESTION # 11
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
Answer: A,B,D
NEW QUESTION # 12
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
Answer: B
NEW QUESTION # 13
When a Self Service Portal User adds a Case Comment the following actions take place:
Answer: B
NEW QUESTION # 14
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
Answer: A
NEW QUESTION # 15
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