Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 231:

  A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

  What should a consultant recommend to accomplish this requirement? (Choose 2)

  A. Hide the Article Management tab for users who should have read-only access to articles.

  B. Set the organization-wide default to private and create sharing rules for the FAQ article type

  C. Enable the Manage Articles permission for the publisher profile and assign it to users

  D. Create a publisher profile that includes create access on the FAQ article type.

  Correct Answer: CD

• Question 232:

  Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

  A. Contacts

  B. Products

  C. Service contracts

  D. Case history

  Correct Answer: AC

• Question 233:

  Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

  What two solutions can a consultant suggest to meet the agent's requirements?

  Choose 2 answers

  A. Add multiple ELSE IF blocks after the IF block

  B. Add conditional logic to the instructions

  C. Create a formula to build the macro logic around

  D. Add a formula block to the macro

  Correct Answer: CD

• Question 234:

  A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  A. Number of calls offered

  B. Agent utilization

  C. Quality monitoring score

  D. Schedule adherence

  Correct Answer: BD

• Question 235:

  A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

  A. Service level agreement

  B. First call resolution

  C. Average handle time

  D. Customer satisfaction survey

  Correct Answer: BD

• Question 236:

  Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

  A. Omni-Channel

  B. Publisher Actions

  C. Macros

  D. Quick Text

  E. Chatter

  Correct Answer: BCD

• Question 237:

  Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

  A. Publish articles to external channels

  B. Assign article types to the communities

  C. Enable public solutions.

  D. Configure content library permissions

  E. Enable article deliveries

  Correct Answer: ABC

• Question 238:

  The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

  Which two should the company do to address this situation? Choose 2 answers

  A. Measure and reward agents based on the number of new articles submitted for approval.

  B. Measure and reward agents based on the number of new articles approved for publication.

  C. Create a dashboard that includes articles submitted by agents and approved for publication.

  D. Require agents to check a box on the case when submitting a new suggested article.

  Correct Answer: AC

• Question 239:

  Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

  A. An outbound message to a middleware platform to provide map details

  B. A mashup integration on the Account page to a third-party mapping service

  C. A Web Service call-out that retrieves map details from the backend system

  D. A custom tab of type URL that displays a map image of customer location

  Correct Answer: B

• Question 240:

  Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

  Which two actions will improve the performance of the list views? Choose 2 answers

  A. Restrict visibility of the views

  B. Reduce the number of fields displayed

  C. Filter the views by case owner

  D. Remove filter criteria from the views

  Correct Answer: BC