Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 201:

  Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

  Which two approaches can be used to accomplish this goal?

  Choose 2 answers

  A. Representing metrics such as first-response and resolution time on cases

  B. Monitoring the case escalation rule queue to confirm service levels are met

  C. Identifying the customer contact associated with a particular stage of a service contract

  D. Displaying whether a case response complies with a customer's service level agreement

  Correct Answer: AD

• Question 202:

  The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

  A. Number of cases closed by self-service users.

  B. Average call handle time by team.

  C. Number of Knowledge articles created each month.

  D. Number of cases created using Communities by month.

  Correct Answer: AD

• Question 203:

  Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2) A. It is a server based software program that controls the behavior of a Salesforce SoftPhone

  B. It is an intermediary between a telephony system and a Salesforce CRM call center user

  C. It utilizes the SoftPhone capability from within the Salesforce application

  D. It allows voicemails to be captured and stored as attachments on cases

  Correct Answer: BC

• Question 204:

  Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.

  What solution should a consultant recommend?

  A. Email-to-Case

  B. web-to-Case

  C. An AppExchange package

  D. On-Demand Email-to-Case

  Correct Answer: D

• Question 205:

  Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

  A. Assign the Salesforce users to the Call Center.

  B. Install an adapter from AppExchange to work with third-party CTI systems

  C. Use Apex to create an adapter to work with third-party CTI systems

  D. Create a SoftPhone layout and assign to user profiles

  E. Assign the Salesforce CTI license to Salesforce users

  Correct Answer: ABD

• Question 206:

  Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

  What functionality should the consultant recommend implementing to resolve this issue?

  A. Contact Requests

  B. Social Customer Service

  C. Embedded Chat Window

  D. Open CT1

  Correct Answer: C

• Question 207:

  Which native Service Cloud solution is used for case satisfaction surveys?

  A. Create a Web-to-case form with a custom case type of survey

  B. Enable the case survey option on the case object

  C. Enable the case survey auto-response rule

  D. Check the survey option in the case settings

  Correct Answer: A

• Question 208:

  Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

  Choose 2 answers

  A. Simplify the interactive voice response (IVR) tree.

  B. Set up Email-to-Case.

  C. Use Assignment rules and case queues.

  D. Add additional agents to lower average hold time.

  Correct Answer: AD

• Question 209:

  Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

  A. Interactive Voice Response

  B. Computer Telephone Integration

  C. Social Customer Service

  D. Live Agent

  Correct Answer: CD

• Question 210:

  Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

  Which two actions should a Consultant recommend to address the lack of quality checking?

  Choose 2 answers

  A. Set up an intuitive Data Category hierarchy

  B. Restrict the Manage Articles user permission

  C. Enable and configure wildcards for article searches

  D. Require that an article be added when closing a case

  Correct Answer: CD