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Salesforce Certified Service cloud consultant Sample Questions (Q186-Q191):
NEW QUESTION # 186
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
Answer: D
Explanation:
Explanation
The steps are as follows:
Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations.
Verified References: [Data Migration Strategy in Salesforce]
NEW QUESTION # 187
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
Answer: C
NEW QUESTION # 188
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
Answer: A,C,E
NEW QUESTION # 189
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?
Choose 2 answers
Answer: B,C
NEW QUESTION # 190
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
Answer: B
Explanation:
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features.
Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance. Verified References: Create a Self-Service Help Center
NEW QUESTION # 191
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