Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
Universal Containers should use Visual Studio Code and change sets to migrate functionality from the sandbox environment to the production environment. Change sets are specifically designed for deploying customizations and components between Salesforce environments, making them ideal for migrating functionality. Visual Studio Code, equipped with the Salesforce extensions, provides robust tools for working with and deploying Salesforce metadata. These tools facilitate efficient and accurate migration of development changes.
Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.)
The two capabilities of Lightning Knowledge that ensure accurate content in articles are the Approval Process that assigns an Article to a Reviewer Queue and Validation Rules for article record types to verify all fields during creation. The Approval Process ensures that articles are reviewed for accuracy before being published, while Validation Rules ensure that essential fields are verified and accurate before an article can be created or saved.
Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
Defining a custom List View allows Service Console users to easily filter and access cases based on specific criteria, enabling them to find and update cases they worked on earlier in the day. This method provides a structured approach to managing numerous cases efficiently without being limited by the number of records or cluttering the workspace with open tabs.
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
To make it easier and faster for support reps to send knowledge articles to customers, creating a Lightning email template is the best solution. This approach allows support reps to quickly select and send pre-formatted emails that include the relevant knowledge articles, ensuring consistency and saving time.
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigate these concerns?
To minimize disruption and ensure that customer satisfaction is maintained, the most suitable approach is to configure the new app in a sandbox environment. This allows for thorough testing and training without affecting live operations. Once the new app has been confirmed to work as expected and the agents are trained, it can be deployed to production. Using a change set to push the configuration ensures a controlled and seamless transition.