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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 491:

  Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.

  What is the recommended method to meet the requirements?

  A. Smart Links
  B. Apex Trigger
  C. Approval Process
  D. Article Translation
  A. Smart Links

• Question 492:

  Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests. Which mobile development option should the consultant recommend?

  A. Create two custom mobile apps, one for Apple and the other for Android.
  B. Explain that community users can access the site through a web browser.
  C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
  C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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  For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community.

• Question 493:

  Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?

  A. Create queues with support agents and use assignment rules.
  B. Predefine case teams and use assignment rules.
  C. Configure Web-to-Case and use assignment rules,
  A. Create queues with support agents and use assignment rules.

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  To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.

• Question 494:

  Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: ?Customer order history ?Level of contracted support ?List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

  A. An enterprise resource planning system
  B. A knowledge management system
  C. A workforce management system
  D. A third -party mobile application platform
  A. An enterprise resource planning system

• Question 495:

  What is the capability of case feed?

  A. Add custom visual force pages to the case feed page layout.
  B. Enable call control using the CTI case feed publisher.
  C. Embed case feed functionality within a visual force page.
  D. Switch from case feed to standard detail pages using a console component
  C. Embed case feed functionality within a visual force page.

• Question 496:

  Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

  A. Percent of cases closed with an attached article
  B. Percent of cases closed meeting the defined SLA
  C. Percent of cases closed with chatter posts
  D. Percent of cases closed on first contact
  B. Percent of cases closed meeting the defined SLA

• Question 497:

  Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.

  Which customer requirement would require the use of Email-to-Case?

  A. Accepts email attachments larger than 10 MB
  B. Accepts attachments from emails
  C. Handles more the 10,000 emails a day
  D. Requires the use of Transport Layout Security (TLS)
  A. Accepts email attachments larger than 10 MB

• Question 498:

  Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

  A. Create a report that display the # of articles searched during the past 2 months
  B. Report displays # of articles associated to data categories during past 2 months
  C. Report that displays # of cases with articles attached during the past 2 months
  D. Report that displays # of new articles created during the past 2 months
  A. Create a report that display the # of articles searched during the past 2 months
  C. Report that displays # of cases with articles attached during the past 2 months

• Question 499:

  Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?

  A. On-Demand Email-to-Case Threading
  B. Web-to-Case with Einstein Case Classification
  C. Web-to-Case with reCAPTCHA enabled
  C. Web-to-Case with reCAPTCHA enabled

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  To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.

• Question 500:

  Auto Response rules work on which objects?

  A. Leads and Cases
  B. Leads and accounts
  C. Accounts and Opportunity
  D. Accounts and Cases
  A. Leads and Cases