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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 111:

  The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.

  A. Einstein Bots
  B. Einstein Article Recommendations
  C. Einstein Reply Recommendations
  B. Einstein Article Recommendations

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  Einstein Article Recommendations analyzes past cases, content usage, and agent activity to automatically suggest the most relevant Knowledge Articles in the Service Console. This reduces search time, improves accuracy, and significantly decreases case resolution times .

  Option A ( Einstein Bots ) automates customer self-service but doesn't assist agents in article retrieval.

  Option C ( Einstein Reply Recommendations ) provides quick response text for messaging and chats, not knowledge lookup.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Knowledge Management Domain.

  Salesforce Help: "Set Up Einstein Article Recommendations."

  Salesforce Winter '23 Release Notes - Einstein for Service Enhancements (Article Recommendations).

• Question 112:

  A contact center manager is looking for ways to overall cost per case.

  What Salesforce metrics should the contact center manager evaluate? (Choose 2)

  A. Average number of activities per case
  B. Average number of articles attached to a case
  C. Total number of cases by origin
  D. Average customer satisfaction score by case
  A. Average number of activities per case
  B. Average number of articles attached to a case

• Question 113:

  Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

  A. Salesforce for Twitter
  B. Live Agent
  C. Salesforce Knowledge
  D. Open CTI
  C. Salesforce Knowledge

• Question 114:

  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 Customer Service and add assignment rules to the case object.
  C. Enable Social Network Profile and add workflow rules to the contact object.
  D. Enable Social Network Profile and add assignment rules to the case object.
  B. Enable Social Customer Service and add assignment rules to the case object.

• Question 115:

  Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case. What should a consultant recommend to modify the Case Assignment rules?

  A. Implement Einstein Article Recommendations.
  B. Implement Skills-Based Routing.
  C. Implement Queue-Based Routing
  B. Implement Skills-Based Routing.

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  Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.

• Question 116:

  Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

  A. Route cases to agents in an alternate center.
  B. Disable the Interactive Voice Response (IVR) system.
  C. Deliver training on case handling for contingent staff.
  D. Update the case status field values.
  E. Monitor service level agreements (SLAs) and notify customers.
  A. Route cases to agents in an alternate center.
  C. Deliver training on case handling for contingent staff.
  E. Monitor service level agreements (SLAs) and notify customers.

• Question 117:

  Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

  A. Set up escalation rules.
  B. Set up self-service Knowledge.
  C. Set up assignment rules and case queues.
  B. Set up self-service Knowledge.

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  To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.

• Question 118:

  What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

  A. Highly available telecom solution
  B. Periodic maintenance windows
  C. Server hardware infrastructure rebuilds
  D. System software restore after an outage
  A. Highly available telecom solution
  B. Periodic maintenance windows

• Question 119:

  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?

  A. Prepare, Plan, Test, Execute, Validate
  B. Plan, Prepare, Test, Execute, Validate
  C. Prepare, Plan, Validate, Execute, Test
  D. Plan, Prepare, Validate, Execute, Test
  D. Plan, Prepare, Validate, Execute, Test

• Question 120:

  Which search mechanism should be used to find case comments from within the lightning service console?

  A. Search utility component
  B. Comment search component
  C. Comments list view
  D. Global search
  D. Global search