Salesforce SERVICE-CLOUD-CONSULTANT Online Practice Questions and Exam Preparation

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 1:

  What approach should a consultant use to ensure that knowledge search only display articles for a service agents product specialization ?

  A. Create an article action for each record type;assign record types to service agents
  B. Create a page layout for each record type ;assign layouts to service agents
  C. Create a permission set for each record type ;assign permissions to service agents
  D. create a data category for each product assign data categories to service agents.
  D. create a data category for each product assign data categories to service agents.

• Question 2:

  What should a consultant recommend to ensure chat request contain enough information for customer service representatives to effectively respond?

  A. Customize the lightning console chat page
  B. Configure a chat validation rule
  C. Customize the pre chat form
  D. Configure Lightning Guided Engagement
  C. Customize the pre chat form

• Question 3:

  Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.

  Which two features should a Consultant recommend? Choose 2 answers

  A. Facebook Messaging
  B. Escalation Rules
  C. Chat
  D. Case Auto-Response
  C. Chat
  D. Case Auto-Response

• Question 4:

  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?

  A. Create a macro to send an email with the article to the customer.
  B. Create a workflow email alert to send the article to the customer.
  C. Create an auto-response rule to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.

• Question 5:

  Universal Banking has customer support operations in both Canada and the United States.

  Compliance regulations are listed below:

  1.

  Agent users in Canada can only view articles pertaining to Canadian products

  2.

  Agent users in the US can only view articles pertaining to US-based products.

  How should article visibility be configured to enforce the compliance rules?

  A. Create geography-based roles to restrict access using data categories
  B. Create geography-based profiles to restrict access by mapping article types
  C. Create geography-based profiles to restrict access using data categories
  D. Create geography-based roles to restrict access by mapping article types
  A. Create geography-based roles to restrict access using data categories

• Question 6:

  Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  A. On a utility bar of the Lightning App
  B. On a record Highlights Panel
  C. On a record Activity Feed list
  D. On the Calendar right hand panel
  C. On a record Activity Feed list

• Question 7:

  Which technology will allow a client to enable ideas on a public website? There are two correct answers.

  A. Force.com Sites
  B. Customer portalPartner portal
  C. Self-service portal
  D. Partner portal
  E. Force.com Web Services API
  A. Force.com Sites
  E. Force.com Web Services API

• Question 8:

  Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

  A. Normalize database
  B. Perform data cleaning
  C. Enable data validation rules
  D. Develop data map
  B. Perform data cleaning
  D. Develop data map

• Question 9:

  A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

  Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  A. Create the data categories and set up the data category values.
  B. Set up a zip file that contains the CSV, HTML, and image files.
  C. Create the custom fields for the slide type
  D. Set up the article actions and assign publishers to each action
  E. Set the publication status of the article tame to draft status
  A. Create the data categories and set up the data category values.
  B. Set up a zip file that contains the CSV, HTML, and image files.
  D. Set up the article actions and assign publishers to each action

• Question 10:

  UC 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?

  A. Data loader, change sets, and Force.com Excel Connector
  B. Force.com migration tool, Force.com IDE, and change sets
  C. Visual Workflow, data loader, and Force.com IDE
  D. Mass Transfer Records, change sets, and Force.com migration tool
  B. Force.com migration tool, Force.com IDE, and change sets