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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 61:

  Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support.

  Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  C. Set up analytical snapshots to capture key case information and create historical trending reports.
  D. Set up a Salesforce Customer Community that will allow customers to create cases online.
  A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  D. Set up a Salesforce Customer Community that will allow customers to create cases online.

• Question 62:

  An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement?

  A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
  B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
  C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
  B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

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  To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.

• Question 63:

  Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

  A. Approval Process that assigns an Article to a Reviewer Queue.
  B. Knowledge Action to Publish an Article once the Article is approved.
  C. Validation Rules for article record types to verify all fields during creation.
  D. Data Category to assign an article record type to a Reviewer.
  A. Approval Process that assigns an Article to a Reviewer Queue.
  D. Data Category to assign an article record type to a Reviewer.

• Question 64:

  Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

  A. Entitlement processes, milestones, milestone actions, and entitlements
  B. Entitlement processes, contracts, contract line Items, and entitlements
  C. Entitlement processes, contract line items, milestones, and entitlements
  D. Entitlement processes, contracts, milestones, and milestone actions
  A. Entitlement processes, milestones, milestone actions, and entitlements

• Question 65:

  Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

  A. Workflow rule
  B. Validation rules on case process field
  C. Escalation rule to ignore business hours based on case criteria
  C. Escalation rule to ignore business hours based on case criteria

• Question 66:

  The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?

  A. Agent Detail
  B. Agent Work
  C. Assigned Work
  B. Agent Work

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  To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.

• Question 67:

  Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK?

  A. Review and address Case data issues and set up Einstein Classification Apps.
  B. Review and address Case data issues and set up Einstein Article Recommendations.
  C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
  A. Review and address Case data issues and set up Einstein Classification Apps.

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  To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization.

• Question 68:

  Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

  A. Average days to close
  B. Average handle time
  C. First call resolution
  D. Abandon rate
  C. First call resolution
  D. Abandon rate

• Question 69:

  The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

  A. Skills -based routing
  B. Private branch exchange
  C. Workforce management
  D. Interactive voice response
  A. Skills -based routing

• Question 70:

  Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue?

  A. Create a screen flow to change the case owner and bypass the new ownership email.
  B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.
  C. Instruct users to uncheck the "Send notification email" checkbox when changing the owner.
  B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.

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  To reduce the volume of email notifications sent to support agents when case ownership changes, administrators can modify the Support Settings in Salesforce.

  From the official Salesforce Help documentation:

  "Select Cases. Select Support Settings. Deselect the Notify Case Owners when Case Ownership Changes checkbox to disable email notifications."

  -Salesforce Help

  By unchecking this setting, Salesforce will no longer automatically send email notifications to agents upon changes in case ownership, thereby reducing email clutter and allowing agents to focus on more critical communications.