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Salesforce Certified Service cloud consultant Sample Questions (Q157-Q162):

NEW QUESTION # 157
Universal Banking has customer support operations in both Canada and the United States. Compliance
regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

  • A. Create geography-based profiles to restrict access by mapping article types
  • B. Create geography-based profiles to restrict access using data categories
  • C. Create geography-based roles to restrict access by mapping article types
  • D. Create geography-based roles to restrict access using data categories

Answer: D


NEW QUESTION # 158
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?

  • A. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
  • B. Postpone the release to the production org so the team can finish the project before the release is deployed.
  • C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Answer: C

Explanation:
Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a controlled environment before they are deployed to the production org. This proactive approach helps identify and address potential issues, ensuring that the implementation project is not adversely affected by upcoming Salesforce releases.


NEW QUESTION # 159
Which three are characteristics of Visual Workflow? Choose 3 answers

  • A. Elements can be used to update fields in the database.
  • B. Apex code must be used to update fields in the database.
  • C. Apex code must be used to pass data to legacy systems.
  • D. Elements can be used to pass data to legacy systems.
  • E. Only one version of a flow can be activated at a time.

Answer: A,D,E

Explanation:
Explanation
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References: [Salesforce Help:
Visual Workflow]


NEW QUESTION # 160
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on
the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

  • A. Use Visual Workflow to streamline the process
  • B. Organize the fields on the page layout to match each process
  • C. Use Visualforce to create a wizard for each process
  • D. Create a custom object for each step in the process

Answer: A,B


NEW QUESTION # 161
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

  • A. Manually update the corrupt data to correct it.
  • B. Use Data Loader to delete the corrupt data.
  • C. Restore the data using the available backup.
  • D. Log a Data Recovery case with Salesforce Support.

Answer: D


NEW QUESTION # 162
......

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