Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 381:

  Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

  A. Number of open cases per day

  B. Number of new customers added

  C. Number of closed cases on first call

  D. Average number of days to close cases

  E. Number of cases escalated

  Correct Answer: ADE

• Question 382:

  Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

  What should the Consultant recommend to gather information on Knowledge article usefulness?

  A. Contact Salesforce to send a report on article efficacy.

  B. Send out a monthly survey to customers requesting feedback.

  C. Install Knowledge Base Dashboards and Reports AppExchange package.

  D. Create a group of super users that will evaluate and manage articles.

  Correct Answer: C

• Question 383:

  Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

  A. Create a custom related list on the case.

  B. Create a custom view on the Case tab.

  C. Create a custom Visualforce page.

  D. Create a custom report.

  Correct Answer: C

• Question 384:

  Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

  A. Omni-Channel

  B. Entitlements

  C. Case Escalation

  D. Case Milestones

  Correct Answer: B

• Question 385:

  Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

  Which recommendation should the Consultant make in anticipation of higher call volume?

  A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

  B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

  C. Set up IVR with an automated response for customers affected by the recall to defect calls.

  D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

  Correct Answer: C

• Question 386:

  What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

  A. Recommend articles during a call for a support agent

  B. Suggest articles for a web-to-case question

  C. Suggest articles for an email-to-case question

  D. Recommend articles prior to a Live Agent session

  Correct Answer: BD

• Question 387:

  Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

  A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

  B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

  C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

  D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

  Correct Answer: A

• Question 388:

  Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

  What solution should a consultant recommend?

  A. Field Service Lightning

  B. Lightning Console

  C. Salesforce Mobile App

  D. Employee Community

  Correct Answer: A

• Question 389:

  Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  A. On a utility bar of the Lightning App

  B. On a record Highlights Panel

  C. On a record Activity Feed list

  D. On the Calendar right hand panel

  Correct Answer: C

• Question 390:

  Universal Banking has customer support operations in both Canada and the United States.

  Compliance regulations are listed below:

  1.

  Agent users in Canada can only view articles pertaining to Canadian products

  2.

  Agent users in the US can only view articles pertaining to US-based products.

  How should article visibility be configured to enforce the compliance rules?

  A. Create geography-based roles to restrict access using data categories

  B. Create geography-based profiles to restrict access by mapping article types

  C. Create geography-based profiles to restrict access using data categories

  D. Create geography-based roles to restrict access by mapping article types

  Correct Answer: A