Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 241:

  Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

  Which product and license type would meet all of these requirements?

  A. Force.com Sites with Knowledge and Email-to-Case

  B. Visualforce and Self-Service Portal

  C. Force.com Sites with Knowledge and Web-to-Case

  D. Force.com Sites and High-Volume Customer Portal

  Correct Answer: D

• Question 242:

  The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

  Which solution will ensure each team sees only the relevant article type for their product?

  A. Create an article action for each record type and assign them to each team based on their product specialization

  B. Create a permission set for each record type and assign them to each team based on their product specialization

  C. Create a page layout for each article type and assign them to each team based on their product specialization

  D. Create a data category for each product and assign them to each team bases on their product specialization

  Correct Answer: D

• Question 243:

  Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?

  A. Define Case Auto-Response Rules.

  B. Establish Case Assignment Rules.

  C. Create a Process Builder with Scheduled Actions.

  D. Configure Case Escalation Rules.

  Correct Answer: D

• Question 244:

  Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

  A. Configure Assignment Rules based on Case Priority.

  B. Add the Entitlements related list to the Account Page Layout.

  C. Create a Report of all active Entitlements grouped by Customers.

  D. Configure Success, Warning, and Violation Actions for Milestones.

  Correct Answer: AB

• Question 245:

  Universal Containers wants to implement a customer service site.

  The goal of the site is to enable community members to access, create, and manage cases online.

  How should the consultant implement these requirements?

  A. Change the org-wide default for cases and contacts internal access to private.

  B. Update the case assignment rule to add the site member to the predefined case team.

  C. Create a sharing rule to share the contact record with the site member.

  D. Set up a sharing set to grant access based on the site member's contact record.

  Correct Answer: D

• Question 246:

  What statement is true about the Salesforce Knowledge article lifecycle?

  A. Approval process CANNOT allow publishing of articles that have specific validation statuses

  B. Article permission sets allow agents to participate in the article publishing process

  C. Articles CANNOT be published until they are reviewed and validated by a qualified author

  D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

  Correct Answer: B

• Question 247:

  Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. How should a consultant deploy these Permission Sets to Production?

  A. Use a Change Set

  B. Manually re-create the Permission Sets

  C. Create an Unmanaged Package

  D. Publish a Managed Package

  Correct Answer: A

• Question 248:

  Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

  A. Ensure each laptop has a modern browser installed.

  B. Coach users on minimizing open console tabs.

  C. Allow the user to log into Live Agent from multiple browsers.

  D. Add additional components to the Lightning console.

  Correct Answer: AB

• Question 249:

  Universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultant recommend.

  A. Contracts and SLASs

  B. Chatter Answers

  C. Contacts

  D. Cases

  Correct Answer: BC

• Question 250:

  Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

  B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

  C. Set up analytical snapshots to capture key case information and create historical trending reports.

  D. Set up a Salesforce Customer Community that will allow customers to create cases online.

  Correct Answer: AD