Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 101:

  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 102:

  Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

  A. First call resolution

  B. Average handle time

  C. Upsell percentage

  D. Customer retention

  Correct Answer: AB

• Question 103:

  The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

  A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.

  B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.

  C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

  D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

  Correct Answer: C

• Question 104:

  Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below:

  1.

  2.000 agents are implemented globally 24/7 operations

  2.

  Open case data will be migrated from a legacy system

  3.

  New cases will be created in one system only

  Which deployment method should be recomended?

  A. Migrate case data and deploy to all users at office

  B. Migrate agents to Force.com Connect Offline during deployment

  C. Deploy in phases using countries as pilots

  D. Deploy based on the number of trainers available

  Correct Answer: C

• Question 105:

  The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.

  Which feature should a Consultant implement to address this concern?

  A. Configure Macros

  B. Multiple Monitors Components

  C. Collapsible Sidebar Components

  D. Console Keyboard Shortcuts

  Correct Answer: A

• Question 106:

  Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.

  What should a consultant recommend to automate the approval process?

  A. Workflow

  B. Assignment rule

  C. A Process Builder

  D. Validation rule

  Correct Answer: C

• Question 107:

  What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

  A. Number of cases escalated by agent

  B. Number of articles created by agent

  C. Number of articles attached to a case

  D. Number of solutions created by agent

  Correct Answer: BC

• Question 108:

  Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: ?Customer order history ?Level of contracted support ?List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

  A. An enterprise resource planning system

  B. A knowledge management system

  C. A workforce management system

  D. A third -party mobile application platform

  Correct Answer: A

• Question 109:

  The VP of Service at Universal Containers is looking for ways to reduce contact center costs.

  Which two metrics should the Consultant recommend?

  Choose 2 answers

  A. First Call Resolution

  B. Average Handle Time

  C. Service-Level Agreements

  D. Time to Answer

  Correct Answer: AB

• Question 110:

  Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

  A. Have agents manually create Users when Community access is requested by Customers.

  B. Have agents provide Customers with Community registration instructions when working a case.

  C. Identify active Customers and send them registration instructions via email.

  D. Send email notifications to all Customers to join the Community.

  Correct Answer: BC