Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 391:

  The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.

  What should a consultant configure to satisfy this request?

  A. Create a macro to send an email with the article to the customer.

  B. Create a workflow email alert to send the article to the customer.

  C. Create an auto-response rule to send the article to the customer.

  D. Create a Lightning email template to send the article to the customer.

  Correct Answer: D

• Question 392:

  Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.

  Which two features should a Consultant recommend? Choose 2 answers

  A. Facebook Messaging

  B. Escalation Rules

  C. Chat

  D. Case Auto-Response

  Correct Answer: CD

• Question 393:

  What should a consultant recommend to ensure chat request contain enough information for customer service representatives to effectively respond?

  A. Customize the lightning console chat page

  B. Configure a chat validation rule

  C. Customize the pre chat form

  D. Configure Lightning Guided Engagement

  Correct Answer: C

• Question 394:

  What approach should a consultant use to ensure that knowledge search only display articles for a service agents product specialization ?

  A. Create an article action for each record type;assign record types to service agents

  B. Create a page layout for each record type ;assign layouts to service agents

  C. Create a permission set for each record type ;assign permissions to service agents

  D. create a data category for each product assign data categories to service agents.

  Correct Answer: D

• Question 395:

  Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

  A. Create three article types for each product area (Personal Banking, Mortgage, CD).

  B. Create three data categories for each product area (Personal Banking, Mortgage, CD).

  C. Create two data categories to display information (Question/Answer, Product Info).

  D. Create two article types to display information (Question/Answer, Product Info).

  Correct Answer: BD

• Question 396:

  What is the capability of case feed?

  A. Add custom visual force pages to the case feed page layout.

  B. Enable call control using the CTI case feed publisher.

  C. Embed case feed functionality within a visual force page.

  D. Switch from case feed to standard detail pages using a console component

  Correct Answer: C

• Question 397:

  Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

  A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.

  B. Developers can embed API calls and processes on web pages to automate call handling processes.

  C. Developers can integrate with any telephony platform available with little to no need for customization.

  D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

  Correct Answer: AB

• Question 398:

  Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.

  What is the recommended method to improve the support experience while providing expert-level support?

  A. Omni-Channel Routing

  B. Visual Remote Assistant

  C. Workforce Engagement Self Scheduling

  D. Field Service Scheduler

  Correct Answer: D

• Question 399:

  UC is in the process of implementing Service Cloud. In which order should the data be migrated?

  A. Users, accounts, contacts, cases

  B. Accounts, contacts, cases, users

  C. Users, contacts, accounts, cases

  D. Accounts cases, users, contacts

  Correct Answer: A

• Question 400:

  A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

  What should the Consultant recommend implementing in the Lightning Service Console?

  A. The Social Feed

  B. A Twitter Macro

  C. The Case Feed

  D. A Custom Component

  Correct Answer: C