Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 31:

  Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.

  What should the consultant recommend to meet the requirements?

  A. Allow Comments on Knowledge articles.

  B. Implement Case Assignment Rules.

  C. Enable Chat in an Experience Cloud site.

  D. Create a self-service Help Center.

  Correct Answer: D

• Question 32:

  The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

  A. Create escalation rules to re-assign cases after SLAs have expired.

  B. Enable the Service Cloud Console and Knowledge sidebar for agents.

  C. Create case teams and introduce swarming to resolve cases.

  D. Enable and use Chatter feed tracking on the case object.

  Correct Answer: CD

• Question 33:

  The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

  Which solution should be implemented to support this?

  A. Omni-Channel

  B. Case Auto-Response Rules

  C. Visual Workflow

  D. Case Assignment Rules

  Correct Answer: A

• Question 34:

  A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.

  Which methodology should the Consultant recommend to meet the given requirements?

  A. Kanban

  B. Lightning Platform

  C. Agile

  D. Waterfall

  Correct Answer: C

• Question 35:

  Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

  A. Information Technology (IT) help desk

  B. Telesales center

  C. Human Resources (HR) help desk

  D. Telemarketing center

  Correct Answer: A

• Question 36:

  From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

  A. They are members of that Queue

  B. They have a Contact Manager Profile

  C. If the OWD for sharing cases is Public Read/Write/Transfer

  D. They are higher in the Role Hierarchy than a Queue Member

  E. All of the above

  Correct Answer: AD

• Question 37:

  Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

  A. Assign Article types to the Community

  B. Enable Public Solutions

  C. Enable Article deliveries

  D. Publish Articles to external channels

  E. Configure Content Library permission

  Correct Answer: ABD

• Question 38:

  What method can NOT be leveraged to capture Cases in addition to via the Case tab?

  A. Email to Case

  B. Chatter feeds

  C. Customer Portal

  D. Self Service Portal

  Correct Answer: B

• Question 39:

  UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

  A. Number of outbound calls per day

  B. Number of closed cases

  C. Number of lead referrals

  D. Number of attempts to contact

  Correct Answer: AD

• Question 40:

  Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

  Which methodology should the Consultant recommend given the requirements?

  A. Force.com IDE

  B. Agile

  C. Kanban

  D. Waterfall

  Correct Answer: B