Salesforce Salesforce Certifications SALES-CLOUD-CONSULTANT Questions & Answers

• Question 891:

  What are two design considerations for a Live Agent implementation? Choose 2 answers

  A. Chat Visitor Browser

  B. Chat Window Title

  C. Chat Character Limit

  D. Idle Connection Timeout

  Correct Answer: AD

• Question 892:

  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

  Correct Answer: D

• Question 893:

  Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

  Which three configurations must be made? Choose 3 answers

  A. Users must use Lightning Experience.

  B. Publisher Actions used in the macros must be on the page layout.

  C. The Macros widget or utility must be added to the console.

  D. The Run Macros Permission must be granted to users.

  E. The Run Macros Action must be on the page layout.

  Correct Answer: ABD

• Question 894:

  Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

  A. Process Builder

  B. Lightning Knowledge

  C. Macros

  D. Visual Workflow

  Correct Answer: A

• Question 895:

  What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

  A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

  B. Plan and communicate the deployment to all users of the organization in advance.

  C. Select a window of time when users will NOT be making changes to the organization.

  D. Ensure all users refrain from logging into production for an entire day prior to deployment.

  E. Migrate a test deployment to a staging environment for a smoother real-life experience.

  Correct Answer: BCE

• Question 896:

  A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

  Which approach should be used for the data migration?

  A. Prepare, Plan, Test, Execute, Validate

  B. Plan, Prepare, Test, Execute, Validate

  C. Prepare, Plan, Validate, Execute, Test

  D. Plan, Prepare, Validate, Execute, Test

  Correct Answer: D

• Question 897:

  How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  A. Omni-Channel Utility Component

  B. Cases report sorted by Rep and Case Owner

  C. Cases report sorted by Rep and Case CreatedDate

  D. Omni-Channel Supervisor tab

  Correct Answer: D

• Question 898:

  Milestones can be added to which three Object types? Choose 3 answers

  A. Entitlement

  B. Work Order

  C. Service

  D. Case

  E. Account

  Correct Answer: ABD

• Question 899:

  Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:

  1.

  Support attachments up to 30 MB per inquiry

  2.

  Over 10,000 inquiries per day

  What solution should a consultant recommend to meet these requirements?

  A. Emall-to-Case

  B. Customer Chatter groups

  C. Web-to-Case

  D. On-Demand Email-to-Case

  Correct Answer: A

• Question 900:

  Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are

  received.

  How would a Consultant address this requirement?

  A. Configure Case Assignment Rules

  B. Configure Omni-Channel with Most Available Routing

  C. Configure Live Agent Skills-based Routing

  D. Configure Omni-Channel with Least Active Routing

  Correct Answer: B