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NEW QUESTION # 111
Which system would a contact center integrate with in order to provide field service agents with information
needed to provide service at customer sites?
Answer: B
NEW QUESTION # 112
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: B,C,D
NEW QUESTION # 113
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
Answer: A
Explanation:
To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.
NEW QUESTION # 114
Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps.
Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?
Answer: C
Explanation:
In Salesforce Knowledge, each article record includes visibility settings that determine where it can be accessed - for example, Internal App, Customer, Partner, or Public Knowledge Base.
To restrict specific articles to internal users only, set their visibility to "Visible in Internal App". This ensures they appear only to logged-in internal users (e.g., support reps), while remaining hidden from external users such as customers or partners.
Option A would make all Knowledge articles private, not just the confidential ones.
Option B disables standard sharing, which would affect system-wide access and is not recommended.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Knowledge Management Domain.
* Salesforce Help: "Control Article Visibility and Access."
* Salesforce Knowledge Implementation Guide - Visibility and Access Configuration.
NEW QUESTION # 115
Which method can be used to route cases from social channels?
Answer: D
NEW QUESTION # 116
......
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