SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Salesforce Console

B. Entitlements and Milestones

C. Case Escalation

D. Case Assignment

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs and Cases tab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

A. Enable templates for written responses.

B. Increase the number of agents.

C. Improve the agent interface.

D. Employ surveys to confirm customer satisfaction.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create separate data category groups for each division and assign the category to a division profile.

B. Create a sharing rule for each division to provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on criteria of the article.

D. Create a single data category group for each division and provide access using the role hierarchy.

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

A. Contact Requests

B. Social Customer Service

C. Embedded Chat Window

D. Open CT1

The cost of service for Universal Containers contact centers has steadily increased.

What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Enable Ideas in a customer portal

B. Enable Chatter for agent collaboration

C. Create auto-response templates for incoming emails D. Enable Live Agent to handle incoming service inquiries

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. Unique page layouts for each Case Record Type

C. Utility Bar

D. Access to Knowledge Articles

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.

What solution should the consultant recommend to meet this request?

A. Create a Customer Experience Cloud site.

B. Implement Recommended Articles.

C. Configure Web-to-Case.

D. Deploy a Partner Central Community.

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

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

A. Assign article managers to public groups and specific article actions to each group.

B. Assign article managers to publication teams and specific article actions to each team.

C. Assign article managers to public groups and specific publication states to each group.

D. Assign article managers to publication teams and specific publication states to each team.