Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 221:

  To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

  How should a consultant configure this requirement?

  A. Add the Knowledge related list to the Case record page.

  B. Add the Knowledge tab to the Service Console.

  C. Add Knowledge Data Categories to each Case.

  D. Add the Knowledge Component to the Case record page.

  Correct Answer: D

• Question 222:

  The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

  A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

  B. Create a central "Contact Us" page which provides access to all available channels.

  C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

  D. Optimize the customer community for mobile devices to have access to the same support as desktops.

  E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

  Correct Answer: BCD

• Question 223:

  Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

  A. A sharing set to grant the Customer Community user access to records associated to their Contact record.

  B. An organization-wide default of Public Read/Write on the Case object.

  C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

  D. A sharing rule to ensure record access is granted based on criteria of the case.

  Correct Answer: D

• Question 224:

  Universal containers wants to provide its 20 million customers with a portal where they can:

  1.

  Submit inquiries,

  2.

  Monitor the status of those inquiries,

  3.

  View their contact information.

  To meet these requirements, which type of portal license would be most appropriate for the customers?

  A. Customer Community

  B. Partner Community

  C. Employee Community

  D. Sites

  Correct Answer: A

• Question 225:

  Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

  Which solution should a Consultant recommend to meet this requirement?

  A. Implement Field Service Lightning.

  B. Integrate with an enterprise resource planning system.

  C. Develop and publish a knowledge management system

  D. Configure Visual Flows on Salesforce mobile.

  Correct Answer: B

• Question 226:

  Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

  A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

  B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

  C. Deliver the entire project simultaneously so as to present UC with a completed solution.

  D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

  Correct Answer: B

• Question 227:

  Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.

  Which solution should a consultant recommend?

  A. Web-to-Case

  B. Outlook Integration

  C. Email-to-Case

  D. On-Demand Email-to-Case

  Correct Answer: C

• Question 228:

  KCS (knowledge centered support) what is it? Choose 2 Answers

  A. Standard for managing customer support and delivery

  B. Method for social media management

  C. Share knowledge with the business partners

  D. Process for creating and maintaining knowledge

  Correct Answer: CD

• Question 229:

  What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

  A. Replaces the need for an email channel

  B. Eliminates tracking of customer entitlements

  C. Uncovers gaps in the knowledge base

  D. Reduces incoming call volume

  Correct Answer: CD

• Question 230:

  Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

  Which two features should a consultant integrate into the Service Console? Choose 2 answers

  A. Lightning Process Builder

  B. Interaction Log

  C. Lightning Row for Service

  D. Path for Cases

  Correct Answer: BC