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Salesforce Administer and Maintain Service Cloud Sample Questions (Q183-Q188):
NEW QUESTION # 183
Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Answer: C
Explanation:
Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.
NEW QUESTION # 184
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
Answer: A,D,E
NEW QUESTION # 185
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
Answer: C
Explanation:
Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5
NEW QUESTION # 186
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
Answer: B
Explanation:
Omni-Channel Supervisor is a feature designed to provide real-time visibility into agents' work and chat sessions. It allows support managers to monitor live chat sessions and offer immediate feedback or assistance to agents, enhancing the quality of customer service and agent performance.
NEW QUESTION # 187
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
Answer: A
NEW QUESTION # 188
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