Salesforce Service Cloud Consultant Service-Cloud-Consultant Real Exam Questions and Answers FREE Updated on Aug 30, 2021
Service-Cloud-Consultant Ultimate Study Guide - Real4dumps
NEW QUESTION 37
Which method can be used to route cases from social channels?
- A. use Twitter-to-case and add workflow rules to the case object.
- B. Enable Social Network Profile and add workflow rules to the contact object.
- C. Enable Social Network Profile and add assignment rules to the case object.
- D. Enable Social Customer Service and add assignment rules to the case object.
Answer: D
NEW QUESTION 38
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Interactive Voice Response
- B. Automatic Call Distribution
- C. Order Management System
- D. Computer Telephony Integration
Answer: A
NEW QUESTION 39
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Create email templates with Knowledge Articles attached.
- C. Add the Knowledge Component to the Service Console.
- D. Add the Suggested Article widget to the Case page layout.
Answer: C
NEW QUESTION 40
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most cases closed for that topic.
- B. Route to agents with the most capacity to take on new work.
- C. Route to agents with the least amount of active assigned work.
- D. Route to agents staffing the assigned overflow queues.
Answer: B,C
NEW QUESTION 41
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. Visualforce page APEX SOAP async callout
- C. RESTful services with GET, POST, or PUT
- D. Schedule batch Apex processing job
Answer: A
NEW QUESTION 42
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Answer: C
NEW QUESTION 43
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- B. Select a window of time when users will NOT be making changes to the organization.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Migrate a test deployment to a staging environment for a smoother real-life experience.
- E. Ensure all users refrain from logging into production for an entire day prior to deployment.
Answer: B,C,D
NEW QUESTION 44
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Create a data retention plan that archives or purges Cases at regular intervals.
- B. Write an Apex trigger that deletes one case each time a new case is created.
- C. Optimize queries to reduce the scope of Cases included with each search.
- D. Ask contact center managers to review data each quarter to possibly delete.
Answer: A,C
NEW QUESTION 45
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of lead referrals
- B. Number of attempts to contact
- C. Number of closed cases
- D. Number of outbound calls per day
Answer: B,D
NEW QUESTION 46
The Universal Containers support center management team would like to leverage Salesforce functionality to
improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Enable and use Chatter feed tracking on the case object.
- C. Create case teams and introduce swarming to resolve cases.
- D. Create escalation rules to re-assign cases after SLAs have expired.
Answer: B,C
NEW QUESTION 47
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Live Agent Queue-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Skills-based routing
Answer: A
NEW QUESTION 48
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Approval process CANNOT allow publishing of articles that have specific validation statuses
- C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- D. Article permission sets allow agents to participate in the article publishing process
Answer: D
NEW QUESTION 49
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use change sets to import data categories
- B. Map articles with HTML sections to rich text area fields
- C. Use the data loader to import unstructured articles
- D. Create a separate .csv for each article type
Answer: B,C
NEW QUESTION 50
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?
- A. Add the entitlement contacts related list to account records
- B. Add the entitlements related list to contact records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
Answer: B
NEW QUESTION 51
The Universal Container's customer support organization has implemented knowledge, knowledge centered
support (KCS) in its call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Require agents to check a box on case when submitting a new suggested article
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Measure & reward agents based on the # of new articles approved for publication
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: B,D
NEW QUESTION 52
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- D. Create an API integration between Salesforce and the telephony system.
Answer: C
NEW QUESTION 53
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