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Salesforce Administer and Maintain Service Cloud Sample Questions (Q38-Q43):

NEW QUESTION # 38
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tab with Cases related list
B. Account tabs and Cases tab
C. Account tabs with Case Subtabs
D. Case tabs with Account subtabs

Answer: C

Explanation:
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified Reference: [Tabs and Subtabs in Lightning Console Apps]

NEW QUESTION # 39
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Interaction Log
B. Lightning Row for Service
C. Path for Cases
D. Lightning Process Builder

Answer: A,B

NEW QUESTION # 40
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

A. Omni-Channel Supervisor
B. Chatter
C. Flow Orchestrator

Answer: A

NEW QUESTION # 41
Which search mechanism should be used to find case comments from within the lightning service console?

A. Comment search component
B. Global search
C. Search utility component
D. Comments list view

Answer: B

NEW QUESTION # 42
What is a common deflection technique to reduce the number of interactions for a contact center?

A. Suggest articles for an Email-to-Case question.
B. Recommend articles prior to a Chat session.
C. Recommend articles during a call from a support agent.

Answer: B

NEW QUESTION # 43
......

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