Jan-2022 Salesforce Service-Cloud-Consultant Actual Questions and 100% Cover Real Exam Questions
Service-Cloud-Consultant Free Exam Questions & Answers PDF Updated on Jan-2022
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NEW QUESTION 194
One business unit at Universal Containers has been using Service Cloud for several years. While migrating
another business unit to the platform, a System Administrator incorrectly imported 200,000 case records,
which created significant data corruption of existing records. The most recent data backup available is more
than 90 days old. Which option should the Consultant recommend?
- A. Use Data Loader to delete the corrupt data.
- B. Manually update the corrupt data to correct it.
- C. Log a Data Recovery case with Salesforce Support.
- D. Restore the data using the available backup.
Answer: C
NEW QUESTION 195
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 196
Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?
- A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar setting in the case support settings.
Answer: C
NEW QUESTION 197
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. An outbound message to a middleware platform to provide map details
- B. A mashup integration on the Account page to a third-party mapping service
- C. A custom tab of type URL that displays a map image of customer location
- D. A Web Service call-out that retrieves map details from the backend system
Answer: B
NEW QUESTION 198
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Customer Community
- C. Automatic Call Distribution
- D. Service Cloud Console
Answer: A,B
NEW QUESTION 199
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Create a group of super users that will evaluate and manage articles.
Answer: A
NEW QUESTION 200
Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Configure the Case highlights panel
- D. Add a Visualforce page to the Case layout
Answer: B
NEW QUESTION 201
UC's support team requires its customers to submit their support inquiries via free form email (Outlook,
Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 202
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?
- A. Add the Submit Feedback button to articles.
- B. Require agents to create Knowledge articles when opening a case.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: C
NEW QUESTION 203
When support agents are working on a case, the support manager at universal containers wants the agents to
see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the components to the highlights panel.
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Add these fields to the page layout and add the components to the highlights panel
- D. Add the fields to the page layout and add the fields to the highlights panel.
Answer: D
NEW QUESTION 204
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Assign users to a call center
- B. Configure IVR auto response
- C. Configure call center definition
- D. Deploy Call Center Directory
- E. Install CTI adapter using open CTI
Answer: A,C,E
NEW QUESTION 205
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 206
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: A
NEW QUESTION 207
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
Answer: B
NEW QUESTION 208
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Use case auto-response rules to send an email to support managers within one hour of case creation.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Answer: D
NEW QUESTION 209
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 210
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article submission during case close.
- B. Create an email template to send articles as PDF attachments.
- C. Enable suggested articles on new cases.
- D. Enable agents to create their own personal articles.
- E. Enable article customization for open cases.
Answer: A,B,C
NEW QUESTION 211
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Web-to-Case with assignment rules
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Omni-Channel with prioritized queues
Answer: B
NEW QUESTION 212
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Average handle time
- C. First contact resolution
- D. Escalation rate
Answer: B,C
NEW QUESTION 213
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