Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 311:

  Universal Containers would like for article to be different channel for social interactions.

  What solution should a consultant recommend?

  A. Set up communication channel layouts in the object manager to use Insert Article into Social post.

  B. Set up insert Article into Social post and enable the customer community portal.

  C. Create a Chatter group and invite the customer to join with an external chatter user.

  D. Create a Visualforce page on the customer community portal.

  Correct Answer: B

• Question 312:

  What are three considerations when adding a report chart to a Console Component? Choose 3 answers

  A. The report is shared with a Chatter Group.

  B. The report contains a chart.

  C. The report has a standard Report Type.

  D. The report is a Summary or Matrix report.

  E. The report chart is added to the Page Layout.

  Correct Answer: BDE

• Question 313:

  Milestones can be added to which three object types?

  Choose 3 Answers

  A. Work order

  B. Case

  C. Service

  D. Entitlement

  E. Account

  Correct Answer: ABD

• Question 314:

  If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  A. Enable Omni-Channel Case assignment

  B. Define separate Record Types for Tier 1 and Tier 2

  C. Implement Lightning Guided Engagement

  D. Configure a Visual Flow Troubleshooting Action

  Correct Answer: C

• Question 315:

  When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

  How can a Consultant implement the functionality with configuration?

  A. Remove these fields from the page layout and add the components to the highlights panel.

  B. Add these fields to the page layout and add the components to the highlights panel

  C. Remove these fields from the page layout and add the fields to the highlights panel

  D. Add the fields to the page layout and add the fields to the highlights panel.

  Correct Answer: D

• Question 316:

  UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

  1.

  Support attachments up to 20MB per inquiry

  2.

  Over 10,000 inquiries per day

  Which solution should a consultant recommend to meet these requirements?

  A. Email-to-Case

  B. Web-to-Case

  C. On-Demand Email-to-Case

  D. Customer Chatter groups

  Correct Answer: A

• Question 317:

  Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to:

  1.

  Monitor Facebook fan page for new posts and comments from customers

  2.

  Link new posts and comments to an existing customer record

  3.

  Respond to posts from the existing Salesforce Console for Service

  4.

  Create and link social personas to contacts

  What should a consultant recommend to meet these requirements?

  A. Create a Lightning Platform app for Facebook monitoring.

  B. Enable Social Customer Service.

  C. Integrate Facebook to its existing Customer Community.

  D. Enable Salesforce social profile on contacts.

  Correct Answer: D

• Question 318:

  Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

  1.

  Billing problems account for less than 5% of calls.

  2.

  Billing data is stored in an external system containing over 20 million records.

  3.

  Agents do not want to maintain separate login sessions for Salesforce and the billing system.

  Which two solutions should a consultant recommend? Choose 2 answers

  A. Use Lightning Connect to connect and access data in real-time from the billing system.

  B. Import payment data into Salesforce and add to the contact page layout as a related list.

  C. Create a Visualforce page that retrieves payment information via a Web Service call-out.

  D. Create a custom tab of type URL that displays a search page from the billing system.

  Correct Answer: CD

• Question 319:

  Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

  A. Web-to-Case

  B. Email-to-Case

  C. Salesforce for Outlook

  D. On-Demand Email-to-Case

  Correct Answer: B

• Question 320:

  Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.

  What feature should a consultant recommend to meet this requirement?

  A. Web-to-Case

  B. Embedded Chat Service

  C. Customer Community

  D. Case Assignment Rules

  Correct Answer: B