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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 171:

  Universal containers wants to implement Omni channel within service cloud for its representatives.

  What is the first step required to configure Omni channel?

  A. Contact salesforce to have Omni channel enabled.
  B. Enable Omni channel in setup.
  C. Assign users to the Omni channel feature license.
  D. Assign users to Omni channel permissions.
  B. Enable Omni channel in setup.

• Question 172:

  Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

  A. Create a custom related list on the case.
  B. Create a custom view on the Case tab.
  C. Create a custom Visualforce page.
  D. Create a custom report.
  C. Create a custom Visualforce page.

• Question 173:

  Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

  A. Use custom case assignment rules.
  B. Implement an Apex solution.
  C. Use a third-party app from AppExchange.
  A. Use custom case assignment rules.

  ---

  To route cases from social channels efficiently within a limited timeframe, configuring custom case assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria, ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution.

• Question 174:

  As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

  Which factor should a Consultant consider as part of the migration strategy?

  A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
  B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
  D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

• Question 175:

  Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

  A. Telephony
  B. Order Fulfillment
  C. Enterprise Resource Planning (ERP)
  D. Marketing
  B. Order Fulfillment

• Question 176:

  What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

  A. Customize the lightning console that 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 177:

  Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

  A. Insert a reference Thread ID in the email subject template
  B. Use Omni-Channel to automatically route inbound email
  C. Assign a user to manually manage incoming email
  D. Convert to an On-Demand Email-to-Case setup
  A. Insert a reference Thread ID in the email subject template

• Question 178:

  How should a consultant configure a report that shows the average number of days that Cases stay open?

  A. Create a formula field on Case to calculate the average age.
  B. Create a report snapshot of the number of open Cases each day.
  C. Use the standard Case age field on the resort.
  A. Create a formula field on Case to calculate the average age.

  ---

  To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.

• Question 179:

  Using the Lightning Service Console, how can a contact center manager see which service reps are currently available to accept new cases?

  A. Omni-Channel Utility component
  B. Omni-Channel Analytics
  C. Omni-Channel Supervisor tab
  C. Omni-Channel Supervisor tab

  ---

  The Omni-Channel Supervisor tab provides real-time visibility into agent presence, capacity, and workload within the Lightning Service Console. Managers can view which agents are available, their online duration, and how many work items they are handling.

  This tool is essential for real-time workforce management and case distribution visibility.

  Option A (Omni-Channel Utility) is for agents to manage their own status, not for managerial monitoring.

  Option B (Omni-Channel Analytics) offers historical insights, not live agent availability.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Interaction Channels Domain.

  Salesforce Help: "Monitor Agents in Real Time with the Omni-Channel Supervisor Tab".

  Salesforce Winter '23 Release Notes - Omni-Supervisor Enhancements.

• Question 180:

  Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

  A. Activate Knowledge One within the Salesforce Console for Service.
  B. Create a Knowledge Visualforce component on the case detail page.
  C. Activate Knowledge One on the case detail page.
  D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
  A. Activate Knowledge One within the Salesforce Console for Service.