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Service-Cloud-Consultant Practice Exam Questions and Answers

Salesforce Certified Service cloud consultant (WI24)

Last Update 4 days ago
Total Questions : 177

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Question # 1

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options:

A.  

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.  

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C.  

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.  

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Discussion 0
Question # 2

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options:

A.  

Grant Authors access to the FAQ article type.

B.  

Set article Org Wide Default to Public ReadWrite.

C.  

Add Authors to the FaQ Data Category.

D.  

Grant Authors access to the FaQ record type

Discussion 0
Question # 3

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 M

B.  

Which solution should a consultant recommend?

Options:

A.  

Web-to-Case

B.  

Outlook Integration

C.  

Email-to-Case

D.  

On-Demand Email-to-Case

Discussion 0
Question # 4

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 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

Options:

A.  

Standard Email-to-case

B.  

On-Domand Emali-to-Case

C.  

Apex Email Service

D.  

Web-to-Case forms

Discussion 0
Question # 5

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Options:

A.  

Build a Summary report on Products and Activities.

B.  

Set up a reporting snapshot of the case, contact and activity objects.

C.  

Create a Custom Report type with activities as the primary object.

D.  

Customize the My Teams Calls this week standard report.

Discussion 0
Question # 6

Milestones can be added to which three object types?

Choose 3 Answers

Options:

A.  

Work order

B.  

Case

C.  

Service

D.  

Entitlement

E.  

Account

Discussion 0
Question # 7

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

Options:

A.  

DynamicDahsbaord by Call Center

B.  

Reporting Snapshots by call center

C.  

Report Subscriptions by call center

D.  

Case report grouped by call center

Discussion 0
Question # 8

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)

methodology.

Which two benefits can be expected from KCS adoption?

Choose 2 answers

Options:

A.  

A knowledge article life cycle that is implemented correctly the first time and does not need to change

B.  

A knowledge article life cycle that evolves based on usage and demand

C.  

Reduced issue resolution time

D.  

Reduced first contact resolution

Discussion 0
Question # 9

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.

What should a consultant recommend to address this problem?

Options:

A.  

Configure Process Builder

B.  

Activate a Validation Rule

C.  

Define Case Escalation Rules

D.  

Create a Case Macro

Discussion 0
Question # 10

what approach should a consultant use to ensure that knowledge search

only display articles for a servcie agents product specialization ?

Options:

A.  

Crreate an article action for each record type;assign record types to service agents

B.  

Create a page layout for each record type ;assign layouts to servce agents

C.  

Create a permission set for each record type ;assignpermisisons to service agents

D.  

create a data category for each product assign data categories to service agents.

Discussion 0
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