Salesforce Salesforce Certifications SALES-CLOUD-CONSULTANT Questions & Answers

• Question 921:

  Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

  A. Service Console Macros

  B. Lightning Guided Engagement

  C. Path for Cases

  D. Lightning Flow Component

  Correct Answer: B

• Question 922:

  Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

  Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

  Choose 2 answers

  A. Remove Apex code references to the Article RecordType field.

  B. Configure the Visualforce page to use the Lightning Design System.

  C. Rename the Visualforce page to "Lightning Knowledge"

  D. Remove Apex code references to the ArticleType field.

  Correct Answer: BC

• Question 923:

  Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

  Which method should the Consultant suggest?

  A. Omni-Channel routing

  B. Standard Email-to-Case

  C. Web-to-Case forms

  D. On-Demand Email-to-Case

  Correct Answer: B

• Question 924:

  How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

  A. Add the Knowledge Component to the Service Console.

  B. Add the Knowledge tab to the Console app.

  C. Create email templates with Knowledge Articles attached.

  D. Add the Suggested Article widget to the Case page layout.

  Correct Answer: A

• Question 925:

  Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

  Which solution should a consultant recommend?

  A. Employee Community

  B. Partner Community

  C. Reseller Community

  D. Customer Community

  Correct Answer: B

• Question 926:

  The lifecycle of a Knowledge article consists of five stages.

  In which order does an article proceed through these stages?

  A. Create, approve, publish, consume, feedback

  B. Create, feedback, publish, approve, consume

  C. Create, publish, feedback, approve, consume

  D. Create, consume, feedback, approve, publish

  Correct Answer: A

• Question 927:

  Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

  A. Install an adapter from AppExdiange to work with third-party cn systems.

  B. Enable Live Agent in their community to chat with an agent.

  C. Assign the correct Salesforce users to the Call Center.

  D. Create a softphone layout and assign to user profiles.

  E. Assign the Salesforce CTI license to Salesforce users.

  Correct Answer: ACD

• Question 928:

  The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

  A. Create a case assignment rule to ensure cases are owned by a user when closed.

  B. Use a data tool to update the owner field on closed cases.

  C. Create a Process Builder and Flow to change the owner on closed cases.

  D. Create a case validation rule to ensure cases are owned by a user when closed.

  Correct Answer: AB

• Question 929:

  A company has these requirements for dealing with Cases:

  1.

  Handled efficiently and by the right agents

  2.

  Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

  A. Route to agents with the most cases closed for that topic.

  B. Route to agents staffing the assigned overflow queues.

  C. Route to agents with the least amount of active assigned work.

  D. Route to agents with the most capacity to take on new work.

  Correct Answer: CD

• Question 930:

  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

  Correct Answer: B