Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 161:

  Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.

  How should the consultant recommend the report be created?

  A. Build a Summary report on Products and Activities.

  B. Set up a reporting snapshot of the case, contact and activity objects.

  C. Create a Custom Report type with activities as the primary object.

  D. Customize the My Teams Calls this week standard report.

  Correct Answer: D

• Question 162:

  Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

  A. Case volume by channel.

  B. Cases created by type.

  C. Open cases by reason.

  D. Average case stage duration.

  Correct Answer: D

• Question 163:

  A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

  Which measure can satisfy this requirement?

  A. Customer Satisfaction

  B. Customer Engagement Score

  C. Net Promoter Score

  D. Service-Level Measure

  Correct Answer: C

• Question 164:

  Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

  A. Enable the case survey object for the customer portal

  B. Utilize an AppExchange package to handle customer surveys

  C. Create a validation rule for case survey email templates

  D. Modify the user interface settings for the case survey sidebar

  Correct Answer: B

• Question 165:

  Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

  A. Reduce the cost per call

  B. Train support agents

  C. Align agent performance goals with KPIs

  D. Hire additional support agents

  Correct Answer: BC

• Question 166:

  Which support channel requires the smallest amount of agent work time?

  A. Web to case

  B. Email to case

  C. Web self service

  D. Chat

  Correct Answer: C

• Question 167:

  Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

  Which approach should the Consultant use for data migration?

  A. Prepare, Plan, Text, Execute, Validate

  B. Prepare, Plan, Validate, Execute, Text

  C. Plan, Prepare, Test, Execute, Validate

  D. Plan, Prepare, Validate, Execute, Text

  Correct Answer: C

• Question 168:

  Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

  Which two features should a Consultant recommend? Choose 2 answers

  A. Configure LiveMessage

  B. Activate quick test

  C. Create quick actions

  D. Deploy Pre-Chat form

  Correct Answer: BD

• Question 169:

  For which purpose should a contact center use Visual Flow?

  A. To assign follow-up tasks to an agent one week after a case is closed.

  B. To automatically assign cases to a specific queue based on the customer support level

  C. To escalate to the support manager if it has been open for more than 72 hours

  D. To automate business processes for agents who troubleshoot customer support issues via phone

  Correct Answer: D

• Question 170:

  A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

  A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

  B. Add development resources to the project team to build out the additional requirements.

  C. Adjust the project scope to accommodate new requirements and continue with the original project schedule

  D. Document the requirements gap and communicate development options to the project team

  Correct Answer: D