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Salesforce Administer and Maintain Service Cloud Sample Questions (Q88-Q93):
NEW QUESTION # 88
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
Answer: D
NEW QUESTION # 89
UCs is implementing Salesforce Knowledge at its contact center. The contact
center has a dedicated support team for each product that it supports. Contact
center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
Answer: B
NEW QUESTION # 90
Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
Answer: D
Explanation:
In scenarios where support reps need access to quick texts specific to their product line, creating a folder for each product line and sharing them with the respective users is an efficient solution. This approach allows for the organization and segregation of quick texts relevant to each product line, ensuring reps have access to only the resources pertinent to their area of support. This method enhances the efficiency and relevance of communications with customers by providing tailored responses.
NEW QUESTION # 91
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Answer: C
NEW QUESTION # 92
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
Answer: A,B,C
NEW QUESTION # 93
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