[2026] Salesforce Administer and Maintain Service Cloud

문제1

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

정답: A

문제2

Support is divided by product line at Universal Containers. 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 implement 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?

A. Set the organization-wide default to Private and create sharing rules to share them with roles.

B. Create a folder for each product line and share them with public groups.

C. Add a permission set for Read access to the appropriate product line.

정답: B

문제3

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

A. Enable Read/Write/Create permissions for Knowledge articles.

B. Inform users that the only way to create articles is from the Knowledge component.

C. Add the Manage Salesforce Knowledge permission to the user's profile.

정답: C

문제4

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Create an Experience Cloud site for customers.

B. Have customers search the Knowledge base for solutions.

C. Provide a toll-free customer support phone number.

정답: A

문제5

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

A. Implement Guidance for Success and Knowledge articles.

B. Implement flow orchestration with Work Guides

C. Implement a third-party app from AppExchange.

정답: B

문제6

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?

A. Create a Flow with a scheduled path.

B. Configure Case Escalation rules.

C. Establish Case Assignment rules.

정답: B

문제7

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Open the Omni-Channel Supervisor tab.

B. Open the relevant record being routed.

C. Debug Omni-Channel routing from Setup.

정답: A

문제8

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?

A. Web-to-Case

B. Einstein Chat Bot

C. Knowledge articles

정답: B

문제9

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

A. Integrate payment data into Salesforce from the billing system using custom objects.

B. Configure Salesforce Connect and External Objects to the billing system.

C. Create a custom tab that displays a search page from the billing system.

정답: B

문제10

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 Files Related List on each article to add files to the articles.

C. Use the Lightning Knowledge Migration Tool and choose 'include files'.

정답: B

문제11

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?

A. Use Dynamic Forms to hide the phone number.

B. Remove the phone number from the page layout.

C. Set the Contact Do Not Call field value to True.

정답: C

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