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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 71:

  Universal Containers is implementing Service Cloud Voice with Amazon Connect. The administrator created a new sandbox for testing. What should the administrator expect with regard to the new sandbox configurations?

  A. The AWS Account and contact centers are copied automatically when the sandbox is created, but voice call data is not.
  B. A new AWS Account is automatically created, but the contact center and voice call data are not copied into the new sandbox.
  C. The AWS Account, contact centers, and voice call data are copied automatically when the sandbox is created.
  B. A new AWS Account is automatically created, but the contact center and voice call data are not copied into the new sandbox.

  ---

  When a new sandbox is created in an org that uses Service Cloud Voice with Amazon Connect, the AWS account and contact center configuration are not copied from production to the sandbox. Each sandbox environment requires its own AWS account and separate Amazon Connect contact center setup.

  This ensures data segregation and security between production and test environments. Voice call data, transcripts, and recordings also do not transfer automatically.

  Option A is incorrect because Salesforce does not replicate AWS configurations when sandboxes are created.

  Option C is incorrect because neither AWS configurations nor data are copied between environments.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide - Interaction Channels Domain.

  Salesforce Help: "Service Cloud Voice with Amazon Connect Sandbox Configuration."

  Salesforce Spring '24 Release Notes - Service Cloud Voice and Amazon Connect Integration Considerations.

• Question 72:

  Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

  A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  B. Developers can embed API calls and processes on web pages to automate call handling processes.
  C. Developers can integrate with any telephony platform available with little to no need for customization.
  D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
  A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  B. Developers can embed API calls and processes on web pages to automate call handling processes.

• Question 73:

  Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

  What feature should a consultant recommend to meet this requirement?

  A. Web-to-Case
  B. Embedded Chat Service
  C. Customer Community
  D. Case Assignment Rules
  B. Embedded Chat Service

• Question 74:

  Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?

  A. Einstein Reply Recommendations
  B. Einstein Article Recommendations
  C. Action and Recommendations component
  B. Einstein Article Recommendations

  ---

  To improve agents' ability to find appropriate answers during chat sessions with customers, implementing Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the quality of customer support.

• Question 75:

  Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

  A. Publish articles to external channels
  B. Assign article types to the communities
  C. Enable public solutions.
  D. Configure content library permissions
  E. Enable article deliveries
  A. Publish articles to external channels
  B. Assign article types to the communities
  C. Enable public solutions.

• Question 76:

  Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

  Which feature should the consultant consider?

  A. Entitlements
  B. Omni-channel
  C. Case milestones
  D. Case escalation
  A. Entitlements

• Question 77:

  Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

  A. Configure Assignment Rules based on Case Priority.
  B. Add the Entitlements related list to the Account Page Layout.
  C. Create a Report of all active Entitlements grouped by Customers.
  D. Configure Success, Warning, and Violation Actions for Milestones.
  A. Configure Assignment Rules based on Case Priority.
  B. Add the Entitlements related list to the Account Page Layout.

• Question 78:

  Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer.

  Which two features should the consultant suggest? Choose 2 answers

  A. Standard Email-to-case
  B. On-Demand Email-to-Case
  C. Apex Email Service
  D. Web-to-Case forms
  A. Standard Email-to-case
  B. On-Demand Email-to-Case

• Question 79:

  Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps.

  Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

  A. Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object.
  B. Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object.
  C. Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.
  C. Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

  ---

  To measure handle time and resolution metrics for Messaging sessions, Salesforce recommends reporting on Messaging Session as the primary object , since it contains session duration, resolution status, and engagement metrics. Linking AgentWork as the secondary object provides data on the agent's activity and time spent handling each session.

  Option A reverses the hierarchy, which limits visibility into per-session metrics.

  Option B references Messaging User , which tracks user profiles, not interaction metrics.

  Referenced Salesforce Materials:

  Salesforce Help: "Report on Messaging Sessions and AgentWork Data".

  Service Cloud Consultant Exam Guide - Contact Center Analytics Domain (performance metrics and real-time reporting).

  Salesforce Spring '24 Release Notes - Messaging and Analytics Enhancements.

• Question 80:

  Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

  A. Optimize queries to reduce the scope of Cases included with each search.
  B. Create a data retention plan that archives or purges Cases at regular intervals.
  C. Ask contact center managers to review data each quarter to possibly delete.
  D. Write an Apex trigger that deletes one case each time a new case is created.
  A. Optimize queries to reduce the scope of Cases included with each search.
  B. Create a data retention plan that archives or purges Cases at regular intervals.