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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 281:

  Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

  A. Display articles in a public knowledge base.
  B. Display articles in Salesforce Answers.
  C. Display articles with HTML, images, and links.
  D. Publish articles to the Web using Salesforce Publisher.
  A. Display articles in a public knowledge base.
  C. Display articles with HTML, images, and links.

• Question 282:

  A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

  A. Implement an on demand telephony solution provided by a vendor.
  B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
  C. Create an API integration between Salesforce and the telephony system.
  D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
  B. Use a computer telephony integration (CTI) adapter that supports its telephony system.

• Question 283:

  A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

  A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
  B. Add development resources to the project team to build out the additional requirements.
  C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
  D. Document the requirements gap and communicate development options to the project team
  D. Document the requirements gap and communicate development options to the project team

• Question 284:

  Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

  A. Recovery point objective
  B. Criteria for plan activation
  C. Open access to systems
  D. Site consolidation
  B. Criteria for plan activation

• Question 285:

  What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

  A. First contact resolution rate
  B. Number of total cases handled
  C. Total number of solutions created by agent
  D. Average number of knowledge articles published
  A. First contact resolution rate
  B. Number of total cases handled

• Question 286:

  Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

  A. Assignment rules
  B. Validation rules
  C. Workflow rules
  D. Auto-response rules
  C. Workflow rules

• Question 287:

  All of the following objects may have a queue EXCEPT:

  A. Accounts
  B. Cases
  C. Leads
  D. Custom Objects
  A. Accounts

• Question 288:

  Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

  Which two features should a consultant recommend to provide this functionality?

  Choose 2 answers

  A. Salesforce Connect
  B. Custom Objects
  C. Middle-tier integration
  D. External Objects
  A. Salesforce Connect
  D. External Objects

• Question 289:

  From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

  A. They are members of that Queue
  B. They have a Contact Manager Profile
  C. If the OWD for sharing cases is Public Read/Write/Transfer
  D. They are higher in the Role Hierarchy than a Queue Member
  E. All of the above
  A. They are members of that Queue
  D. They are higher in the Role Hierarchy than a Queue Member

• Question 290:

  Which two configuration steps are required before quick actions can be used in Macros?

  A. Global Actions needs on the publisher layout.
  B. Quick Actions must be enabled in the org.
  C. The specific quick action must be added to the case Feed.
  D. The specific quick action must be added to the case record Type.
  B. Quick Actions must be enabled in the org.
  C. The specific quick action must be added to the case Feed.