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Salesforce Administer and Maintain Service Cloud Sample Questions (Q58-Q63):

NEW QUESTION # 58
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge Component to the Case record page.
C. Add the Knowledge related list to the Case record page.
D. Add Knowledge Data Categories to each Case.

Answer: B

Explanation:
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component helps agents find the information they need to resolve cases faster and more accurately. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component

NEW QUESTION # 59
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?

A. Salesforce Big Object
B. Salesforce Case History Object
C. Salesforce connect

Answer: C

NEW QUESTION # 60
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?

A. Scrum
B. Lean Development
C. Kanban
D. Extremen Programming

Answer: C

Explanation:
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified Reference: : Kanban Methodology

NEW QUESTION # 61
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs, CK also wants interactive recommendations for every department during this process, Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

A. Implement Guidance for Success and Knowledge articles.
B. Implement Flow Orchestration with Work Guides,
C. Implement a third-party app from AppExchange.

Answer: B

Explanation:
For Cloud Kicks (CK) to establish a comprehensive Incident Management, Swarming, and Change Management process that includes interactive recommendations for every department, implementing Flow Orchestration with Work Guides is advisable. Flow Orchestration enables the automation and management of complex business processes, guiding users through predefined paths that can adapt based on situational context. Work Guides provide step-by-step instructions and contextual recommendations, ensuring that each department follows best practices and maintains consistency in their approach to incident and change management. This solution supports CK's auditing and governance needs by providing a structured, traceable process that enhances operational efficiency and decision-making.

NEW QUESTION # 62
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

A. Validation rule
B. A Process Builder
C. Assignment rule
D. Workflow

Answer: B

NEW QUESTION # 63
......

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