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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 221:

  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 entitlements related list to contact records
  B. Add the entitlement contacts related list to account records
  C. Add the assets related list to contact records
  D. Add the service contract related list to contact records
  A. Add the entitlements related list to contact records

• Question 222:

  Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.

  Messages are always between 175 and 255 characters.

  What should the consultant recommend that UC use for messaging?

  A. SMS Long Code
  B. SMS Enhanced
  C. SMS Short Code
  A. SMS Long Code

  ---

  For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.

• Question 223:

  In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

  A. Configure, develop, and test the application in a sandbox environment.
  B. Develop training materials after configuring the application to prepare for user adoption.
  C. Migrate data to the sandbox environment and verify successful migration.
  A. Configure, develop, and test the application in a sandbox environment.

  ---

  In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's business processes and requirements before deployment, facilitating a smooth transition and successful implementation.

• Question 224:

  Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

  A. Create three article types for each product area (Personal Banking, Mortgage, CD).
  B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
  C. Create two data categories to display information (Question/Answer, Product Info).
  D. Create two article types to display information (Question/Answer, Product Info).
  B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
  D. Create two article types to display information (Question/Answer, Product Info).

• Question 225:

  Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases. What should a consultant recommend to meet the requirements?

  A. Add the Account object to Recent Items utility.
  B. Include the History utility in the console app.
  C. Mention the case number in a Chatter group.
  C. Mention the case number in a Chatter group.

  ---

  To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.

• Question 226:

  Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

  A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
  B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
  C. Deliver the entire project simultaneously so as to present UC with a completed solution.
  D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
  B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

  ---

  For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.

• Question 227:

  Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

  A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
  B. Enable the knowledge sidebar setting in the case support settings.
  C. Create a visualforce page called knowledge sidebar on the case page layout.
  D. Enable the knowledge sidebar related list on the case page layout.
  B. Enable the knowledge sidebar setting in the case support settings.

• Question 228:

  Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

  A. Omni Channel
  B. Process Builder Assignment
  C. Live Agent
  D. Case Assignment Rules
  A. Omni Channel

  ---

  To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.

• Question 229:

  In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

  What should a Consultant recommend to support this exercise?

  A. Allow the exercise to be done in a Production instance
  B. Use a Full copy sandbox for the DR exercise
  C. Use a Partial sandbox for the DR exercise
  D. Use a Developer Pro sandbox for the DR exercise
  B. Use a Full copy sandbox for the DR exercise

• Question 230:

  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. Plan and communicate the deployment to all users of the organization in advance.
  C. Select a window of time when users will NOT be making changes to the organization.
  D. Ensure all users refrain from logging into production for an entire day prior to deployment.
  E. Migrate a test deployment to a staging environment for a smoother real-life experience.
  B. Plan and communicate the deployment to all users of the organization in advance.
  C. Select a window of time when users will NOT be making changes to the organization.
  E. Migrate a test deployment to a staging environment for a smoother real-life experience.