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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 141:

  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 142:

  When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

  How can a Consultant implement the functionality with configuration?

  A. Remove these fields from the page layout and add the components to the highlights panel.
  B. Add these fields to the page layout and add the components to the highlights panel
  C. Remove these fields from the page layout and add the fields to the highlights panel
  D. Add the fields to the page layout and add the fields to the highlights panel.
  D. Add the fields to the page layout and add the fields to the highlights panel.

• Question 143:

  Universal containers wants to unify channels and manage agent workload with omni- channel routing.what required step should a consultant address before configuring omni channel.

  What required step should a consultant address before configuring omni channel?

  A. Create SF cases to have omni channel enabled
  B. create the necessary objects in SF
  C. customize service channel settings to define how the org receives work various sources
  D. From setup select omni channel and select enable omni channel
  D. From setup select omni channel and select enable omni channel

• Question 144:

  A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

  What should be recommended for reliable, real-time support to customers with these restrictions?

  A. Customer Community
  B. Field Service Lightning
  C. SOS Video Chat
  D. Salesforce Knowledge
  C. SOS Video Chat

• Question 145:

  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. RESTful services with GET, POST, or PUT
  B. Workflow-driven outbound messaging
  C. Schedule batch Apex processing job
  D. Visualforce page APEX SOAP async callout
  B. Workflow-driven outbound messaging

• Question 146:

  Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?

  A. Einstein Bots
  B. OmniStudio
  C. Messaging
  C. Messaging

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  To enable customers to send messages via their preferred mobile app to agents in the Service Console, the "Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement.

• Question 147:

  Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

  A. Enable the case survey object for the customer portal
  B. Utilize an AppExchange package to handle customer surveys
  C. Create a validation rule for case survey email templates
  D. Modify the user interface settings for the case survey sidebar
  B. Utilize an AppExchange package to handle customer surveys

• Question 148:

  A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

  Which configuration option should be verified?

  A. Verify that users have access to the Chat public group.
  B. Verify that users are assigned the Chat user profile
  C. Verify that users have access to the Chat buttons.
  D. Verify that users are assigned the Chat feature license.
  D. Verify that users are assigned the Chat feature license.

• Question 149:

  Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.

  This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.

  What should the consultant recommend to meet the requirements?

  A. Trailhead
  B. Einstein Next Best Action
  C. Experience Cloud site
  A. Trailhead

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  For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes.

• Question 150:

  Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.

  A. Least Active
  B. Manual Push
  C. Most Available
  C. Most Available

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  The Most Available routing model in Omni-Channel ensures that the next available agent with the least workload (based on capacity) automatically receives the next case, maintaining an even distribution of work . It can also use skills-based routing to match cases to qualified agents.

  Option A (Least Active) prioritizes agents with fewer open tasks but doesn't ensure capacity-based fairness.

  Option B (Manual Push) requires supervisors to manually assign cases, which is inefficient.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Configure Routing Models in Omni-Channel."

  Salesforce Winter '23 Release Notes ?Skills-Based and Capacity-Based Routing Enhancements.