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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 41:

  Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

  A. On-demand email to case
  B. On-demand email to case with sites
  C. Email to case with web to case
  D. Email to care with Site
  C. Email to case with web to case

• Question 42:

  Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

  What is the best solution?

  A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
  B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
  C. Create case page layouts for each interaction channel and assign them to different agent profiles.
  D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
  B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

• Question 43:

  Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?

  A. Incident Management
  B. Workforce Engagement
  C. Field Service Management
  A. Incident Management

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  Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.

• Question 44:

  SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

  A. Use entitlements to define a process and milestones
  B. Use case teams to close
  C. Use escalation rules
  A. Use entitlements to define a process and milestones

• Question 45:

  Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

  Which Knowledge dashboard should a consultant use?

  A. Most Revised Articles
  B. Most Linked Articles
  C. Top Articles sorted descending
  D. Search Activity Gaps
  B. Most Linked Articles

• Question 46:

  A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

  Which action should be taken to reduce the call volumes and escalations?

  A. Create Knowledge Articles and publish internally and publicly.
  B. Configure IVR routing to bypass Tier 1 for the product line.
  C. Configure Omni-channel to assign cases directly to Tier 2.
  D. Create a dashboard to track and manage call volumes by type.
  A. Create Knowledge Articles and publish internally and publicly.

• Question 47:

  Milestones can be added to which three Object types? Choose 3 answers

  A. Entitlement
  B. Work Order
  C. Service
  D. Case
  E. Account
  A. Entitlement
  B. Work Order
  D. Case

• Question 48:

  Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

  A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
  B. Enable the "Access Recent Items" user permission on the user profiles.
  C. Enable the "History" component within the Salesforce Console for Service.
  D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
  C. Enable the "History" component within the Salesforce Console for Service.

• Question 49:

  A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

  What is the recommended case deflection solution?

  A. Chat for Web and In-App
  B. Digital Engagement Messaging
  C. Social Customer Service
  D. Einstein Bo
  C. Social Customer Service

• Question 50:

  A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

  A. Service level agreement
  B. First call resolution
  C. Average handle time
  D. Customer satisfaction survey
  B. First call resolution
  D. Customer satisfaction survey