Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 131:

  Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system

  What are the two common places to embed these call controls?

  Choose 2 answers

  A. On the left sidebar of Salesforce Classic

  B. On a new tab in the agent's browser

  C. On the footer of the Lightning Console

  D. On the Highlights Panel of a Primary tab

  Correct Answer: AC

• Question 132:

  A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

  A. Case Assignment Rules, Queues, Chatter Groups, Live Agent

  B. Case Assignment Rules, Queues, Public Groups, Omni-Channel

  C. Escalation Rules, Queues, Chatter Groups, Omni-Channel

  D. Escalation Rules, Queues, Public Groups, Live Agent

  Correct Answer: B

• Question 133:

  Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

  A. Telephony

  B. Order Fulfillment

  C. Enterprise Resource Planning (ERP)

  D. Marketing

  Correct Answer: B

• Question 134:

  A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.

  What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  A. Validation Rules

  B. Einstein Next Best Action

  C. Service Analytics Predictions

  D. Einstein Reply Recommendations

  Correct Answer: D

• Question 135:

  Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

  A. Route cases to agents in an alternate center.

  B. Disable the Interactive Voice Response (IVR) system.

  C. Deliver training on case handling for contingent staff.

  D. Update the case status field values.

  E. Monitor service level agreements (SLAs) and notify customers.

  Correct Answer: ACE

• Question 136:

  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 137:

  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 138:

  Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

  A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.

  B. Enable the "Access Recent Items" user permission on the user profiles.

  C. Enable the "History" component within the Salesforce Console for Service.

  D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

  Correct Answer: C

• Question 139:

  Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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. On-Demand Email-to-case

  B. Standard email to case

  C. Web to case forms

  D. Omni channel routing

  Correct Answer: A

• Question 140:

  Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

  A. Workflow rule

  B. Validation rules on case process field

  C. Escalation rule to ignore business hours based on case criteria

  Correct Answer: C