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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 461:

  Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

  A. Create a bucket field on a report to calculate the percentage of escalated cases
  B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
  C. Create a formula field on the case record to calculate percentage of escalated cases
  D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
  B. Create a case report with a custom summary formula to calculate the percentage of escalated cases

• Question 462:

  Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

  A. Have agents manually create Users when Community access is requested by Customers.
  B. Have agents provide Customers with Community registration instructions when working a case.
  C. Identify active Customers and send them registration instructions via email.
  D. Send email notifications to all Customers to join the Community.
  B. Have agents provide Customers with Community registration instructions when working a case.
  C. Identify active Customers and send them registration instructions via email.

• Question 463:

  Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

  A. Normalize database
  B. Perform data cleaning
  C. Enable data validation rules
  D. Develop data map
  B. Perform data cleaning
  D. Develop data map

• Question 464:

  A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?

  A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
  B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
  C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
  A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

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  Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.

• Question 465:

  Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer. Which feature should the consultant suggest?

  A. Web-to-Case
  B. On-Demand Email-to-Case
  C. Email-to-Case
  A. Web-to-Case

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  For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

• Question 466:

  A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

  Which two steps should be completed to meet this request? Choose 2 answers

  A. Enable Work Orders.
  B. Create an Entitlement Process.
  C. Set up Milestones.
  D. Configure Service Contracts.
  B. Create an Entitlement Process.
  C. Set up Milestones.

• Question 467:

  Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case. Which solution should the consultant advise that service supervisors use to meet these requirements?

  A. Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.
  B. Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.
  C. Set up steps with flows in an Actions and Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.
  C. Set up steps with flows in an Actions and Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

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  Actions and Recommendationsin Salesforce allows for the creation of guided processes for agents, ensuring consistency and adherence to best practices. By setting up steps with flows in an Actions and Recommendations deployment, supervisors can provide structured guidance to agents on case intake, field completion, case wrap-up, and escalation procedures. The Action History feature enables supervisors to monitor adherence to these processes.

  From Salesforce Help:

  "Use the Actions and Recommendations component to walk users through multiple-step procedures, ensuring consistency and adherence to best practices."

  -Use the List in the Actions and Recommendations Component

  This approach provides a scalable and trackable method for training and guiding new service agents.

• Question 468:

  Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases. Which solution meets these requirements?

  A. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
  B. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
  C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.
  C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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  To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.

• Question 469:

  A Service Representative transfers a Live Agent Chat to another Representative.

  Which two things will happen? Choose 2 answers

  A. The Customer is shown the new Representative's Name
  B. Both Service Reps can chat with the customer
  C. The chat transcripts and case are transferred
  D. The Customer doesn't know they were transferred
  A. The Customer is shown the new Representative's Name
  C. The chat transcripts and case are transferred

• Question 470:

  Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

  A. Customer Community
  B. Web -to -Case
  C. Live Agent
  D. Knowledge Base
  E. Chatter Answers
  A. Customer Community
  D. Knowledge Base
  E. Chatter Answers