Updated Jan-2022 Test Engine to Practice Test for Service-Cloud-Consultant Exam Questions and Answers!
Salesforce Certified Service cloud consultant Certification Sample Questions and Practice Exam
NEW QUESTION 143
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Open CTI
- B. Macros
- C. Local Presence
- D. Lightning Dialer
Answer: D
NEW QUESTION 144
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use assignment rules to assign the case to a case queue
- B. Use workflow rules to send an email to the customer
- C. Useauto-response rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
Answer: B
NEW QUESTION 145
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: D
NEW QUESTION 146
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 147
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Access to Knowledge Articles
Answer: C,D
NEW QUESTION 148
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. Enable Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create user profiles or permission sets
- D. Create an iframe to display the chat window
Answer: A
NEW QUESTION 149
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles prior to a Live Agent session
- C. Suggest articles for a web-to-case question
- D. Recommend articles during a call for a support agent
Answer: B,C
NEW QUESTION 150
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Data Categories with Custom Visibility.
- B. Define Article Types with Public Sharing Settings.
- C. Define a Custom Field to identify the Subject.
- D. Define Topics for each Knowledge article.
Answer: D
NEW QUESTION 151
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. Hire more agents for the contact centers
- B. Configure entitlements and milestones to enforce SLAs
- C. Track social sentiment across social media outlets
- D. Improve the training provided to existing agents
Answer: A,D
NEW QUESTION 152
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Define a custom List View.
- B. Add History to the Utility bar.
- C. Use a second Console session.
- D. Keep all open in tabs.
Answer: B
NEW QUESTION 153
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?
- A. Sites
- B. Enterprise admin
- C. Partner portal
- D. Service Cloud portal (Customer Community)
Answer: A
NEW QUESTION 154
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts cases, users, contacts
- B. Users, contacts, accounts, cases
- C. Users, accounts, contacts, cases
- D. Accounts, contacts, cases, users
Answer: C
NEW QUESTION 155
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average handle time
- D. Average days to close
Answer: A,B
NEW QUESTION 156
Milestones can be added to which three object types?
Choose 3 Answers
- A. Case
- B. Service
- C. Account
- D. Work order
- E. Entitlement
Answer: A,D,E
NEW QUESTION 157
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Ensure each laptop has a modern browser installed.
- D. Add additional components to the Lightning console.
Answer: B,C
NEW QUESTION 158
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. Enable Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create user profiles or permission sets
- D. Create an iframe to display the chat window
Answer: A
NEW QUESTION 159
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