SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Track social sentiment across social media outlets

B. Improve the training provided to existing agents

C. Hire more agents for the contact centers

D. Configure entitlements and milestones to enforce SLAs

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A. Customer view of case tab

B. Custom Visual force page

C. Custom report

D. Custom related list

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases with milestones and entitlements

B. Migrate open and closed cases with milestones and entitlements

C. Migrate open and closed cases without milestones and entitlements

D. Migrate closed cases to a custom read-only object

How should a consultant provide suggested article functionality to lightning service console users?

A. Add the suggested article widget to the case page layout.

B. Add the knowledge component to the service console.

C. Create email templates with knowledge articles attached.

D. Add the knowledge tab to the console app.

Universal Containers wants to implement a customer service site.

The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

A. Change the org-wide default for cases and contacts internal access to private.

B. Update the case assignment rule to add the site member to the predefined case team.

C. Create a sharing rule to share the contact record with the site member.

D. Set up a sharing set to grant access based on the site member's contact record.

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

1.

10 million cases

2.

1 million accounts

3.

3 million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. The Salesforce org may be slow during the data import

B. Related lists on the case object may be slow to populate

C. Salesforce reporting speed may be affected

D. Result may be slow when searching for records

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the first step in configuration and customization?

A. Create user profiles or permission sets

B. Enable Chatter Messenger for the organization

C. Enable Live Agent for the organization

D. Create an iframe to display the chat window

Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.

Which two strategies should a consultant recommend?

A. Dashboad folder sharing

B. Org wide default for cases set to private

C. Dynamic dashboards

D. Case Object permissions set to create and read

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.

Which two features should a Consultant recommend? Choose 2 answers

A. Facebook Messaging

B. Escalation Rules

C. Chat

D. Case Auto-Response