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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 441:

  Universal Containers is implementing a call center using CTI (Computer-telephony integration).

  Which three items, at a minimum, must be implemented and deployed to ensure success?

  Choose 3 answers

  A. Configure call center definition
  B. Deploy Call Center Directory
  C. Install CTI adapter using open CTI
  D. Configure IVR auto response
  E. Assign users to a call center
  A. Configure call center definition
  C. Install CTI adapter using open CTI
  E. Assign users to a call center

• Question 442:

  Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

  A. Process Builder
  B. Lightning Knowledge
  C. Macros
  D. Visual Workflow
  A. Process Builder

• Question 443:

  A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?

  A. Number of closed cases
  B. Agent utilization
  C. Deflection rate
  B. Agent utilization

  ---

  Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.

• Question 444:

  Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements?

  A. Develop a globally-shared macro to create a new article.
  B. Use a trigger to automatically create a new article.
  C. Create a Quick Action to map case fields to a new article
  C. Create a Quick Action to map case fields to a new article

  ---

  To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.

• Question 445:

  Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

  A. # of articles per agent
  B. Most popular articles
  C. # of cases via email
  D. Total cases created
  B. Most popular articles
  D. Total cases created

• Question 446:

  Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

  What two solutions can a consultant suggest to meet the agent's requirements?

  Choose 2 answers

  A. Add multiple ELSE IF blocks after the IF block
  B. Add conditional logic to the instructions
  C. Create a formula to build the macro logic around
  D. Add a formula block to the macro
  C. Create a formula to build the macro logic around
  D. Add a formula block to the macro

• Question 447:

  A Service Cloud consultant has recently implemented a public Knowledge base.

  A. Monthly case volume
  B. First call resolution
  C. Average case resolution time
  A. Monthly case volume

  ---

  Implementing a public Knowledge base allows customers to self-serve and resolve issues without contacting support, which should lead to a reduction in case volume over time. Tracking monthly case volume is the key performance indicator (KPI) that reflects the success of the Knowledge base rollout.

  Option B (First Call Resolution) measures agent interaction quality, not self-service effectiveness.

  Option C (Average Case Resolution Time) measures internal efficiency but not case deflection impact.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.

  Salesforce Help: "Measure Knowledge Base Effectiveness Using Case Deflection Metrics."

  Salesforce Trailhead: "Reduce Case Volume Through Self-Service Knowledge."

• Question 448:

  What are two design considerations for a Live Agent implementation? Choose 2 answers

  A. Chat Visitor Browser
  B. Chat Window Title
  C. Chat Character Limit
  D. Idle Connection Timeout
  A. Chat Visitor Browser
  D. Idle Connection Timeout

• Question 449:

  Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to:

  1.

  Monitor Facebook fan page for new posts and comments from customers

  2.

  Link new posts and comments to an existing customer record

  3.

  Respond to posts from the existing Salesforce Console for Service

  4.

  Create and link social personas to contacts

  What should a consultant recommend to meet these requirements?

  A. Create a Lightning Platform app for Facebook monitoring.
  B. Enable Social Customer Service.
  C. Integrate Facebook to its existing Customer Community.
  D. Enable Salesforce social profile on contacts.
  D. Enable Salesforce social profile on contacts.

• Question 450:

  Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

  A. Grant managers the Manage Salesforce Knowledge permission.
  B. Create at least two different data categories.
  C. Create at least two different article types.
  D. Create at least two different approval processes.
  E. Grant managers the Manage Data Categories permission.
  A. Grant managers the Manage Salesforce Knowledge permission.
  C. Create at least two different article types.
  D. Create at least two different approval processes.