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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 321:

  Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

  1.

  Agents need to collaborate with other teams.

  2.

  The product development team needs to be alerted on high-priority cases for specific products.

  Which solution will meet these requirements?

  A. Use Process Builder for notifications and case teams to monitor cases.
  B. Use Process Builder for notifications and account teams to monitor cases.
  C. Use escalation rules for notifications and account teams to monitor cases.
  D. Use escalation rules for notifications and case teams to monitor cases.
  D. Use escalation rules for notifications and case teams to monitor cases.

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  To meet the requirements of collaboration and alerting the product development team on high-priority cases for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for timely and collaborative resolution.

• Question 322:

  A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

  A. Number of cases created sorted by order
  B. Number of cases by type by owner
  C. Number of cases in each status
  D. Number of solutions created per agent
  A. Number of cases created sorted by order
  B. Number of cases by type by owner

• Question 323:

  Universal Containers initiates cases based on electronic transmissions from power units.

  The case management process is as follows:

  1.

  A work order is submitted to a field service team to perform a technical review.

  2.

  After the technical review is closed, an agent needs to contact the customers to review the activities.

  3.

  Cases can only be closed after the customer review has been completed.

  4.

  Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.

  Which three aspects should the consultant consider to meet these requirements?

  Choose 3 answers

  A. Account team relationship to the primary contact
  B. Case closure rules on the original case
  C. Work order and customer contact escalation requirements
  D. Visibility and access to the work order records
  E. Total number of account and contact records in the database
  B. Case closure rules on the original case
  C. Work order and customer contact escalation requirements
  D. Visibility and access to the work order records

• Question 324:

  Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?

  A. Case auto-response rule
  B. OmniStudio
  C. Salesforce Chat
  C. Salesforce Chat

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  To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.

• Question 325:

  Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below:

  1.

  Agent users in Canada can only view articles pertaining to Canadian products

  2.

  Agent users in the US can only view articles pertaining to US-based products. How should article visibility be configured to enforce the compliance rules?

  A. Create geography-based roles to restrict access using data categories
  B. Create geography-based profiles to restrict access by mapping article types
  C. Create geography-based profiles to restrict access using data categories
  D. Create geography-based roles to restrict access by mapping article types
  A. Create geography-based roles to restrict access using data categories

• Question 326:

  Milestones can be added to which two Object types? Choose 2 answers

  A. Account
  B. Work Order
  C. Last
  D. service
  B. Work Order
  C. Last

• Question 327:

  Which three are characteristics of Visual Workflow? Choose 3 answers

  A. Apex code must be used to update fields in the database.
  B. Elements can be used to pass data to legacy systems.
  C. Apex code must be used to pass data to legacy systems.
  D. Only one version of a flow can be activated at a time.
  E. Elements can be used to update fields in the database.
  A. Apex code must be used to update fields in the database.
  B. Elements can be used to pass data to legacy systems.
  D. Only one version of a flow can be activated at a time.

• Question 328:

  Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable `Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?

  A. Data Category Visibility of All Categories provides Public Read-Only access.
  B. Data Category Visibility of Custom overrides organization-wide default sharing access.
  C. Data Categories no longer control access to articles.
  C. Data Categories no longer control access to articles.

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  Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and permissions will govern article access, making it important to carefully configure these settings to maintain the desired level of access control and visibility based on the organization's requirements.

• Question 329:

  Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

  A. Create a service cloud console to support all channel groupings.
  B. Create an agent profile for each channel grouping.
  C. Create a unique case page layout for each channel grouping.
  D. Create an agent role for each channel grouping.
  C. Create a unique case page layout for each channel grouping.

• Question 330:

  A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

  A. End the messaging session with the customer.
  B. Mark the messaging session as customer Inactive.
  C. Leave the messaging session with the customer open.
  A. End the messaging session with the customer.

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  In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.