Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 321:

  Universal containers wants to implement Omni channel within service cloud for its representatives.

  What is the first step required to configure Omni channel?

  A. Contact salesforce to have Omni channel enabled.

  B. Enable Omni channel in setup.

  C. Assign users to the Omni channel feature license.

  D. Assign users to Omni channel permissions.

  Correct Answer: B

• Question 322:

  The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

  A. Average call handle time by team

  B. Number of cases created using portal

  C. Number of cases closed by a self-service user

  D. Number of IVR inquiries without agent involvement

  Correct Answer: BC

• Question 323:

  Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

  A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

  B. Reduced first contact resolution

  C. A knowledge article life cycle that evolves based on usage and demand

  D. Reduced issue resolution time

  Correct Answer: BD

• Question 324:

  The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

  Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

  A. Implement Quick Text

  B. Enable the Support Process for default email templates

  C. Implement Macros

  D. Implement Email-To-Case

  E. Enable the support setting for default email templates

  Correct Answer: ACE

• Question 325:

  Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

  A. Only one inbound email address can be used for Email-to-Case

  B. Follow-up emails and attachments related to a case are attached to the case

  C. Assignment, escalation, and workflow rules are processed on inbound emails

  D. Follow-up emails related to a case will update the case comments

  Correct Answer: BD

• Question 326:

  As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

  Which factor should a Consultant consider as part of the migration strategy?

  A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

  B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

  C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

  D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

  Correct Answer: C

• Question 327:

  Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?

  A. Push Notifications

  B. Case Feed

  C. Omni-channel Supervisor

  D. Next Best Actions

  Correct Answer: C

• Question 328:

  Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

  1.

  Agents need to collaborate with other teams.

  2.

  The product development team needs to be alerted on high-priority cases for specific products.

  Which solution will meet these requirements?

  A. Use Process Builder for notifications and case teams to monitor cases.

  B. Use Process Builder for notifications and account teams to monitor cases.

  C. Use escalation rules for notifications and account teams to monitor cases.

  D. Use escalation rules for notifications and case teams to monitor cases.

  Correct Answer: A

• Question 329:

  Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

  Which approach should a consultant recommend in this scenario?

  A. Assign a global team of experienced agents and leaders to create a common design template and report structure.

  B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

  C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

  D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

  Correct Answer: A

• Question 330:

  Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

  A. Approval Process that assigns an Article to a Reviewer Queue.

  B. Knowledge Action to Publish an Article once the Article is approved.

  C. Validation Rules for article record types to verify all fields during creation.

  D. Data Category to assign an article record type to a Reviewer.

  Correct Answer: AD