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Salesforce Administer and Maintain Service Cloud Sample Questions (Q63-Q68):

NEW QUESTION # 63
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?

A. Case queues
B. Contact Request flow
C. Lightning Component
D. Direct Messaging

Answer: B

NEW QUESTION # 64
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to the articles.

Answer: C

Explanation:
When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.

NEW QUESTION # 65
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?

A. Messaging In-app and Web (MIAW)
B. Einstein Bots
C. Experience Cloud sites

Answer: A

Explanation:
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.

NEW QUESTION # 66
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. AppExchange package
B. Web-to-Case
C. Email-to-Case

Answer: C

NEW QUESTION # 67
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

A. Omni-Channel routing
B. Case escalation
C. Swarming

Answer: C

NEW QUESTION # 68
......

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