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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 21:

  Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

  Which two actions will improve the performance of the list views? Choose 2 answers

  A. Restrict visibility of the views
  B. Reduce the number of fields displayed
  C. Filter the views by case owner
  D. Remove filter criteria from the views
  B. Reduce the number of fields displayed
  C. Filter the views by case owner

• Question 22:

  Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

  Which method should the consultant suggest?

  A. On-Demand Email-to-case
  B. Standard email to case
  C. Web to case forms
  D. Omni channel routing
  A. On-Demand Email-to-case

• Question 23:

  A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

  A. Macros
  B. Global Quick Action
  C. Quick text
  A. Macros

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  To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases.

• Question 24:

  A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

  A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
  B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
  C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
  D. Escalation Rules, Queues, Public Groups, Live Agent
  B. Case Assignment Rules, Queues, Public Groups, Omni-Channel

• Question 25:

  UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

  A. Implement Service Cloud console to support agents
  B. Leverage Live Agent for web-based chat
  C. Enable service contracts and entitlements
  D. Implement Salesforce Knowledge on a portal
  B. Leverage Live Agent for web-based chat
  D. Implement Salesforce Knowledge on a portal

• Question 26:

  UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

  A. Implement a customer self-service portal
  B. Enable agents to transfer calls to other agents
  C. Cross-train agents on both product lines
  D. Prioritize customer calls based on their SLA
  A. Implement a customer self-service portal
  C. Cross-train agents on both product lines

• Question 27:

  You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

  A. Returns a link that returns a post with the same reference
  B. Tag another chatter user
  C. Deletes posts
  A. Returns a link that returns a post with the same reference

• Question 28:

  The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally. What should the consultant recommend?

  A. Enable and configure Swarming in Slack.
  B. Create a case team workspace in Slack.
  C. Configure a case notification Slackbot.
  B. Create a case team workspace in Slack.

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  Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication among Cloud Kicks service team members. This approach leverages the existing internal use of Slack, providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.

• Question 29:

  Which application will allow a client to enable Ideas on a public website?

  A. Partner portal
  B. Self-service portal
  C. Sites
  D. Customer portal
  C. Sites

• Question 30:

  Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

  What should a consultant recommend to meet this requirement?

  A. Social Persona tor Twitter and Facebook.
  B. Social Media Marketing message tagging.
  C. Social Customer Service for Twitter and Facebook.
  D. Einstein Bot social queues.
  C. Social Customer Service for Twitter and Facebook.