Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 141:

  Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

  A. Assignment rules

  B. Validation rules

  C. Workflow rules

  D. Auto-response rules

  Correct Answer: C

• Question 142:

  Which case submission process leverages Apex email services?

  A. Web-to-Case

  B. Email-to-Case

  C. On-demand Email-to-Case

  D. Case submitted using chat

  Correct Answer: C

• Question 143:

  Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

  Which three statements must be considered?

  Choose three answers

  A. A separate .csv import file is uploaded for each data category

  B. Attachments and .html files must be referenced in a corresponding .zip file

  C. Each article must be associated to an article type

  D. One .csv import file is uploaded for all article types

  E. A separate .csv import file is uploaded for each article type

  Correct Answer: BCE

• Question 144:

  Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

  Which two features should a consultant recommend to provide this functionality?

  Choose 2 answers

  A. Salesforce Connect

  B. Custom Objects

  C. Middle-tier integration

  D. External Objects

  Correct Answer: AD

• Question 145:

  Which of the following utilize the "Automated Case User" (Choose 3 answers):

  A. When a case is automatically assigned using assignment rules this user is listed in the case history

  B. When an email notification is triggered via workflow this user is listed in the case history

  C. When a case is escalated this user is listed in the case history

  D. When a case is created via Web-To-Case this user is listed in the case history

  E. When a case is created via Email-To-Case this user is assigned as the case owner

  Correct Answer: ACD

• Question 146:

  Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

  A. Salesforce for Twitter

  B. Live Agent

  C. Salesforce Knowledge

  D. Open CTI

  Correct Answer: C

• Question 147:

  All of the following objects may have a queue EXCEPT:

  A. Accounts

  B. Cases

  C. Leads

  D. Custom Objects

  Correct Answer: A

• Question 148:

  Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

  A. Service Console Macros

  B. Lightning Guided Engagement

  C. Path for Cases

  D. Lightning Flow Component

  Correct Answer: B

• Question 149:

  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

  Correct Answer: BD

• Question 150:

  UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution

  should a consultant recommend?

  A. Create a custom web service to handle invoice inserts and updates from the billing system

  B. Create a custom tab of type URL that displays a search page from the billing system

  C. Import payment data into Salesforce and add to the contact page layout related list

  D. Create a Visualforce page that retrieves payment information via a Web Service call-out

  Correct Answer: D