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

Salesforce SERVICE-CLOUD-CONSULTANT Online Questions & Answers

• Question 81:

  Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

  A. Milestones
  B. Assets
  C. Service contracts
  D. Cases
  C. Service contracts

• Question 82:

  Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?

  A. Configure View All for the Case object and field-level security.
  B. Configure Case Team with Read Write and field-level security.
  C. Configure OWD for the Case object and implement Salesforce Shield.
  B. Configure Case Team with Read Write and field-level security.

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  To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.

• Question 83:

  A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

  Choose 2 answers

  A. Knowledge search query with no results.
  B. Knowledge articles with the lowest rating.
  C. Number of knowledge articles in each data category.
  D. Knowledge articles created by call center agents.
  A. Knowledge search query with no results.
  B. Knowledge articles with the lowest rating.

• Question 84:

  The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?

  A. Create a macro to send an email with the article to the customer.
  B. Create a workflow email alert to send the article to the customer.
  C. Create an auto-response rule to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.
  D. Create a Lightning email template to send the article to the customer.

• Question 85:

  Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

  Which approach should the Consultant use for data migration?

  A. Prepare, Plan, Text, Execute, Validate
  B. Prepare, Plan, Validate, Execute, Text
  C. Plan, Prepare, Test, Execute, Validate
  D. Plan, Prepare, Validate, Execute, Text
  C. Plan, Prepare, Test, Execute, Validate

• Question 86:

  The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly. Which feature should the consultant recommend?

  A. Einstein Bots 27: B is correct answer
  B. Einstein Article Recommendations
  C. Einstein Reply Recommendations
  B. Einstein Article Recommendations

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  To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries.

• Question 87:

  Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?

  A. Migrate child cases first.
  B. Migrate parent cases first
  C. Migrate parent and child cases together.
  C. Migrate parent and child cases together.

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  To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.

• Question 88:

  In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

  A. Use Visualforce to create a wizard for each process
  B. Organize the fields on the page layout to match each process
  C. Use Visual Workflow to streamline the process
  D. Create a custom object for each step in the process
  B. Organize the fields on the page layout to match each process
  C. Use Visual Workflow to streamline the process

• Question 89:

  Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

  A. Service Console Knowledge Components
  B. Service Console Profile Assignments
  C. Data Categories and Article Actions
  D. Data Categories and Article Types
  A. Service Console Knowledge Components
  D. Data Categories and Article Types

• Question 90:

  Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

  A. Assign Article types to the Community
  B. Enable Public Solutions
  C. Enable Article deliveries
  D. Publish Articles to external channels
  E. Configure Content Library permission
  A. Assign Article types to the Community
  B. Enable Public Solutions
  D. Publish Articles to external channels