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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 301:

  What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3) A. To provide online security threat information

  B. To provide live and historical data on system performance

  C. To provide information planning planned maintenance

  D. To provide live support for system and data backup

  E. To provide best practices for continuity plans

  Correct Answer. ABC
  ABC

• Question 302:

  Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.

  Which statement is true about migrating images into Salesforce Knowledge?

  A. Ensure that each image does NOT exceed the maximum of 25 MB
  B. Upload the images into Salesforce prior to importing the articles
  C. Convert all images to .jpeg, as this is the only supported file type
  D. Include images in an .html file using the image tag and src attribute
  D. Include images in an .html file using the image tag and src attribute

• Question 303:

  Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

  Which type of Community license should be used to meet these requirements?

  A. Company Community
  B. Employee Community
  C. Customer Community
  D. Partner Community
  C. Customer Community

• Question 304:

  UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

  A. Data loader, change sets, and Force.com Excel Connector
  B. Force.com migration tool, Force.com IDE, and change sets
  C. Visual Workflow, data loader, and Force.com IDE
  D. Mass Transfer Records, change sets, and Force.com migration tool
  B. Force.com migration tool, Force.com IDE, and change sets

• Question 305:

  What statement is true about the Salesforce Knowledge article lifecycle?

  A. Approval process CANNOT allow publishing of articles that have specific validation statuses
  B. Article permission sets allow agents to participate in the article publishing process
  C. Articles CANNOT be published until they are reviewed and validated by a qualified author
  D. Knowledge uses public groups as a way to assign users to specific tasks related to articles
  B. Article permission sets allow agents to participate in the article publishing process

• Question 306:

  The cost of service for Universal Containers contact centers has steadily increased.

  What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

  A. Enable Ideas in a customer portal
  B. Enable Chatter for agent collaboration
  C. Create auto-response templates for incoming emails
  D. Enable Live Agent to handle incoming service inquiries
  B. Enable Chatter for agent collaboration
  D. Enable Live Agent to handle incoming service inquiries

• Question 307:

  KCS (knowledge centered support) what is it? Choose 2 Answers

  A. Standard for managing customer support and delivery
  B. Method for social media management
  C. Share knowledge with the business partners
  D. Process for creating and maintaining knowledge
  C. Share knowledge with the business partners
  D. Process for creating and maintaining knowledge

• Question 308:

  The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

  A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
  B. Create a central "Contact Us" page which provides access to all available channels.
  C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  D. Optimize the customer community for mobile devices to have access to the same support as desktops.
  E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  B. Create a central "Contact Us" page which provides access to all available channels.
  C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  D. Optimize the customer community for mobile devices to have access to the same support as desktops.

• Question 309:

  What process is a use case for Visual workflow? Choose 3 answers

  A. Field validation during case creation
  B. Cross-self promotions for representatives
  C. Assignment of email to a case queue based on subject
  D. Decision-based troubleshooting for representatives
  E. Caller verification and creation of a new case
  A. Field validation during case creation
  D. Decision-based troubleshooting for representatives
  E. Caller verification and creation of a new case

• Question 310:

  How should a consultant provide suggested article functionality to lightning service console users?

  A. Add the suggested article widget to the case page layout.
  B. Add the knowledge component to the service console.
  C. Create email templates with knowledge articles attached.
  D. Add the knowledge tab to the console app.
  B. Add the knowledge component to the service console.