Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 331:

  A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

  A. Report on the articles followed in Chatter

  B. Report on agent ratings on articles

  C. Report on agent feedback on articles

  D. Report on the articles attached to cases

  Correct Answer: BD

• Question 332:

  Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

  A. Enable article customization for open cases.

  B. Enable agents to create their own personal articles.

  C. Enable suggested articles on new cases.

  D. Enable article submission during case close.

  E. Create an email template to send articles as PDF attachments.

  Correct Answer: CDE

• Question 333:

  Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

  Which two customer-related metrics should the customer support management analyze?

  Choose 2 answers

  A. High priority cases opened by account month-to-date

  B. Time spent by account year-to-date

  C. Escalated cases by account month-to-date

  D. New cases opened by account channel

  Correct Answer: AC

• Question 334:

  Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

  A. Integration with Field service teams and apps

  B. Strategies to maximize call deflection

  C. Performance for high volume of interactions

  D. Integration with Lead Generation team and apps

  Correct Answer: CD

• Question 335:

  UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.

  What solution should a consultant recommend to meet this requirement?

  A. Assign team-based roles to the associated product article types

  B. Assign team-based profiles to the associated product article types

  C. Assign team-based roles to the associated product data category value

  D. Assign team-based profiles to the associated product data category value

  Correct Answer: C

• Question 336:

  How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  A. Omni-Channel Utility Component

  B. Cases report sorted by Rep and Case Owner

  C. Cases report sorted by Rep and Case CreatedDate

  D. Omni-Channel Supervisor tab

  Correct Answer: D

• Question 337:

  Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

  A. Entitlement processes, milestones, milestone actions, and entitlements

  B. Entitlement processes, contracts, contract line Items, and entitlements

  C. Entitlement processes, contract line items, milestones, and entitlements

  D. Entitlement processes, contracts, milestones, and milestone actions

  Correct Answer: A

• Question 338:

  Which three processes are uses case for Visual Workflow? Choose 3 answers

  A. Cross-sell promotions for agents

  B. Decision-based troubleshooting for agents

  C. Assignment of email to a case queue based on subject

  D. Caller verification and creation of a new case

  E. Field validation during case creation

  Correct Answer: ABD

• Question 339:

  Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?

  A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

  B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

  C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

  D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

  Correct Answer: D

• Question 340:

  Universal Containers initiates cases based on electronic transmissions from power units.

  The case management process is as follows:

  1.

  A work order is submitted to a field service team to perform a technical review.

  2.

  After the technical review is closed, an agent needs to contact the customers to review the activities.

  3.

  Cases can only be closed after the customer review has been completed.

  4.

  Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.

  Which three aspects should the consultant consider to meet these requirements?

  Choose 3 answers

  A. Account team relationship to the primary contact

  B. Case closure rules on the original case

  C. Work order and customer contact escalation requirements

  D. Visibility and access to the work order records

  E. Total number of account and contact records in the database

  Correct Answer: BCD