Service Cloud Consultant - Practice Exam Questions With
Complete Solutions
An Administration must select milestones from an existing list
of available milestones
A: True
B: False Correct Answer B: False, you can select existing or
create new milestones
Article Data Catagories Correct Answer Categories allow
logical grouping of categories groups allow to sort and group
Articles
Article Type "Custom" Display Correct Answer Enables an
Administrator to select Visualforce pages to display sections,
Matches the look and feel of the customer website
Article Type "Table of Contents" Display Correct Answer
Displays sections on one page with hyperlinks to each section
Article Type "Tabs" Display Correct Answer Displays each
field group as a tab
Article Type Custom Fields
A: Date and Date /Time
B: Picklist (Single and Multi)
C: text and Rich Text
D: File Field (store attachments with an article Correct Answer
All
A: Date and Date /Time
B: Picklist (Single and Multi)
,C: text and Rich Text
D: File Field (store attachments with an article
Articles Tab allows users to
A: Compare the rating for different articles
B: sort the list view according to highest or lowest rated articles
C: none of the above Correct Answer A: Compare the rating
for different articles
B: sort the list view according to highest or lowest rated articles
Category Groups can have
A: Five levels Deep in each Category Group
B: Each Category Group can contain a total of 100 Categories
C: Are hidden from users until activated
D: all of the above Correct Answer D: all of the above
Entitlement Models
A: Entitlements Only
B: Entitlements with Service Contracts
C: Entitlements with Services Contracts and Line Items Correct
Answer A: Entitlements Only
Basic Web Support with no service contracts
B: Entitlements with Service Contracts
Manages Individual customer entitlement through a service
contract
C: Entitlements with Services Contracts and Line Items
sells Premuim customer support separately from its line of
printers
Rating Articles Correct Answer Internal App and Customer
Portal users can rate articles on a scales of 1-5 starts. every 15
,days, if an article has not received a new vote, it trends up or
down depending on half life calculation,
Articles without recent votes trend toward an average of 3 stars.
Regardless of the entitlement model used, which page layout
might you want to customize
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout Correct Answer All
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout
There are two types of category group visibility settings
A: Role Based
B: Default
C: invisible Correct Answer A: Role Based
B: Default, all users who don't have roles
To create an entitlement process, you must complete the
following Correct Answer 1: Name | Setup Customize |
Entitlement Management | Entitlement Processes
2: Click New Entitlement Process
3: Enter a name and description
4: Select the Active Checkbox to enable the process
5: Choose the criteria from cases to enter and exit the
entitlement process
, 6: Click Save
To setup entitlement process, what must you do
A: Set up Service Contracts with Contract Line Items
B: Specify actions that you'll add to you entitlement process
C: setup milestones that you will add to the entitlement process
D: Delete all pending actions in the entitlement process queue
Correct Answer C: setup milestones that you will add to the
entitlement process
Users with the following permissions can Create, Edit,
Deactivate or Delete categories
A: View Data Categories
B: Manage Data Categories
C: Edit Data Categories Correct Answer A: View Data
Categories
B: Manage Data Categories
What are the Display Channels for Article types
A: Public Knowledge base
B: Internal Users
C: Customer Portal
D: TV Correct Answer A: Public Knowledge base
B: Internal Users
C: Customer Portal
What at the two salesforce knowledge article types Displays
A: Tab
B: Table of Contents
C: use Visualforce to create custom Correct Answer All
A: Tab
Complete Solutions
An Administration must select milestones from an existing list
of available milestones
A: True
B: False Correct Answer B: False, you can select existing or
create new milestones
Article Data Catagories Correct Answer Categories allow
logical grouping of categories groups allow to sort and group
Articles
Article Type "Custom" Display Correct Answer Enables an
Administrator to select Visualforce pages to display sections,
Matches the look and feel of the customer website
Article Type "Table of Contents" Display Correct Answer
Displays sections on one page with hyperlinks to each section
Article Type "Tabs" Display Correct Answer Displays each
field group as a tab
Article Type Custom Fields
A: Date and Date /Time
B: Picklist (Single and Multi)
C: text and Rich Text
D: File Field (store attachments with an article Correct Answer
All
A: Date and Date /Time
B: Picklist (Single and Multi)
,C: text and Rich Text
D: File Field (store attachments with an article
Articles Tab allows users to
A: Compare the rating for different articles
B: sort the list view according to highest or lowest rated articles
C: none of the above Correct Answer A: Compare the rating
for different articles
B: sort the list view according to highest or lowest rated articles
Category Groups can have
A: Five levels Deep in each Category Group
B: Each Category Group can contain a total of 100 Categories
C: Are hidden from users until activated
D: all of the above Correct Answer D: all of the above
Entitlement Models
A: Entitlements Only
B: Entitlements with Service Contracts
C: Entitlements with Services Contracts and Line Items Correct
Answer A: Entitlements Only
Basic Web Support with no service contracts
B: Entitlements with Service Contracts
Manages Individual customer entitlement through a service
contract
C: Entitlements with Services Contracts and Line Items
sells Premuim customer support separately from its line of
printers
Rating Articles Correct Answer Internal App and Customer
Portal users can rate articles on a scales of 1-5 starts. every 15
,days, if an article has not received a new vote, it trends up or
down depending on half life calculation,
Articles without recent votes trend toward an average of 3 stars.
Regardless of the entitlement model used, which page layout
might you want to customize
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout Correct Answer All
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout
There are two types of category group visibility settings
A: Role Based
B: Default
C: invisible Correct Answer A: Role Based
B: Default, all users who don't have roles
To create an entitlement process, you must complete the
following Correct Answer 1: Name | Setup Customize |
Entitlement Management | Entitlement Processes
2: Click New Entitlement Process
3: Enter a name and description
4: Select the Active Checkbox to enable the process
5: Choose the criteria from cases to enter and exit the
entitlement process
, 6: Click Save
To setup entitlement process, what must you do
A: Set up Service Contracts with Contract Line Items
B: Specify actions that you'll add to you entitlement process
C: setup milestones that you will add to the entitlement process
D: Delete all pending actions in the entitlement process queue
Correct Answer C: setup milestones that you will add to the
entitlement process
Users with the following permissions can Create, Edit,
Deactivate or Delete categories
A: View Data Categories
B: Manage Data Categories
C: Edit Data Categories Correct Answer A: View Data
Categories
B: Manage Data Categories
What are the Display Channels for Article types
A: Public Knowledge base
B: Internal Users
C: Customer Portal
D: TV Correct Answer A: Public Knowledge base
B: Internal Users
C: Customer Portal
What at the two salesforce knowledge article types Displays
A: Tab
B: Table of Contents
C: use Visualforce to create custom Correct Answer All
A: Tab
