세일즈포스 서비스 클라우드 시험 공부-Dump5

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21. Universal Containers has built a custom Visualforce page called " Knowledge" that is used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?(2)

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A. Remove Apex code references to the Article Type field.

B. Rename the Visualforce page to "Lightning Knowledge"

C. Remove Apex code references to the Article RecordType field.

D. Configure the Visual force page to use the Lightning Design System.

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22. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce Soft Phone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?(3)

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A. Assign the Salesforce users to the Call Center.

B. Use Apex to create an adapter to work with third-party CTI systems

C. Create a SoftPhone layout and assign to user profiles.

D. Assign the Salesforce CTI license to Salesforce users

E. Install an adapter from AppExchange to work with third-party CTI system.

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23. Universal Continers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

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A. Configure Omni-Channel Routing Model as Least Active.

B. Configure Case Assignment Rules to use Queues.

C. Configure Case Assignment Rules to use Users.

D. Configure Omni-Channel Routing Model as Most Available.

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24. Which application will allow a client to enable Ideas on a public website?

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A.Sites

B. Self-service portal

C. Customer Portal

D. PArtner Portal

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25. SLA to accept tand response within 2 hours of case creation how to bes handle?

A. Auto-responded within on hour of creation

B. Workflow rule to email rep in 1 hour

C. Escalate within one hour

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어제보다 나은 나를 위해서~