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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 451:

  Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

  Which two features should a consultant integrate of the Service Console? Choose 2 answers

  A. Lightning Flow for service
  B. Interaction Log
  C. Lightning Process Builder
  D. Path for Cases
  A. Lightning Flow for service
  B. Interaction Log

• Question 452:

  A consultant has been hired to integrate a client's phone system with Salesforce. What should the consultant consider using for this integration?

  A. Service Cloud Call Center
  B. Lightning Dialer
  C. Service Cloud Softphone Layout
  A. Service Cloud Call Center

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  When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

• Question 453:

  The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?

  A. Configure a self-service Knowledge Base.
  B. Configure Skills-Based Routing for service channels.
  C. Create auto-response templates for Case emails.
  A. Configure a self-service Knowledge Base.

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  To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution.

• Question 454:

  Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.

  How can a consultant migrate the file attachments?

  A. Use the files related list on each article to add files to your articles.
  B. Post the files to the chatter feed on each article.
  C. Upload the files as documents, then relate them to the migrated articles.
  D. Use the lightning knowledge migration tool and choose "include files".
  C. Upload the files as documents, then relate them to the migrated articles.

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  When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.

• Question 455:

  Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW). Which feature should a consultant recommend?

  A. Omni-Channel Routing
  B. Milestones and Entitlements processes
  C. Case Assignment rules
  A. Omni-Channel Routing

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  To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni- Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.

• Question 456:

  Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

  What tool should a consultant recommend to implement this requirement?

  A. Auto launch flow
  B. Salesforce Console for Service
  C. Visualforce custom page
  D. Process Builder
  B. Salesforce Console for Service

• Question 457:

  Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

  A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
  B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
  C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
  D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
  A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

• Question 458:

  Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

  What feature should a consultant configure to meet this requirement?

  A. Push Notifications
  B. Case Feed
  C. Omni-channel Supervisor
  D. Next Best Actions
  C. Omni-channel Supervisor

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  To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions.

• Question 459:

  When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

  A. Account tabs and Cases tab
  B. Case tabs with Account subtabs
  C. Account tab with Cases related list
  D. Account tabs with Case Subtabs
  C. Account tab with Cases related list

• Question 460:

  What should a consultant recommend to ensure chat request contain enough information for customer service representatives to effectively respond?

  A. Customize the lightning console chat page
  B. Configure a chat validation rule
  C. Customize the pre chat form
  D. Configure Lightning Guided Engagement
  C. Customize the pre chat form