Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 261:

  Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.

  Which type of Community license should be used to meet these requirements?

  A. Customer Community Plus

  B. Customer Community

  C. High Volume Customer Portal

  D. Lightning External Apps Starter

  Correct Answer: A

• Question 262:

  What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

  A. Configure Lightning Guided Engagement.

  B. Configure a Live Chat Validation Rule.

  C. Customize the Pre-chat form.

  D. Customize the Lightning Console chat page.

  Correct Answer: C

• Question 263:

  What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

  A. Evolving content-based product lifecycles

  B. Creating content as a result of solving issues

  C. Rewarding learning, collaboration, sharing and improving.

  D. Developing a knowledge base on the experience of an individual

  Correct Answer: BC

• Question 264:

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

  Which three measures satisfy this requirement? Choose 3 answers

  A. customer satisfaction Survey

  B. Customer Purchase History

  C. Customer Support Requests

  D. Net promoter Score

  E. Service Level Agreement

  Correct Answer: ABD

• Question 265:

  Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

  A. Insert a reference Thread ID in the email subject template

  B. Use Omni-Channel to automatically route inbound email

  C. Assign a user to manually manage incoming email

  D. Convert to an On-Demand Email-to-Case setup

  Correct Answer: A

• Question 266:

  The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

  A. Skills -based routing

  B. Private branch exchange

  C. Workforce management

  D. Interactive voice response

  Correct Answer: A

• Question 267:

  A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

  A. All open Cases by Priority

  B. All open cases by Channel

  C. All Cases closed Month-to-date

  D. Case resolution time

  E. All Cases by Customer

  Correct Answer: ABD

• Question 268:

  The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

  A. Create a case queue for all created or updated cases.

  B. Create a case report that displays all created or updated cases.

  C. Create an email alert notification for Case Teams.

  D. Create a case list view that is filtered by My Case Teams.

  Correct Answer: AC

• Question 269:

  Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

  A. Use case auto-response rules to send an email to support managers within one hour of case creation.

  B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

  C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

  D. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

  Correct Answer: B

• Question 270:

  After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

  How should a consultant correct this problem

  A. Grant Authors access to the FAQ article type.

  B. Set article Org Wide Default to Public ReadWrite.

  C. Add Authors to the FaQ Data Category.

  D. Grant Authors access to the FaQ record type

  Correct Answer: D