Salesforce Salesforce Certifications SERVICE-CLOUD-CONSULTANT Questions & Answers

• Question 51:

  Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

  A. On-demand email to case

  B. On-demand email to case with sites

  C. Email to case with web to case

  D. Email to care with Site

  Correct Answer: C

• Question 52:

  A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

  A. Mass Email

  B. Chatter Groups

  C. Public Groups

  D. Escalation Rules

  Correct Answer: B

• Question 53:

  Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

  A. Create an FAQ article type and configure the enable suggested articles option in support settings.

  B. Create an FAQ article type and enable the submit articles feature on the case close page layout.

  C. Define a data category called FAQ and assign category visibility to users in the contact centre role.

  D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

  Correct Answer: B

• Question 54:

  A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

  A. Create a report using the Case Lifecycle report type.

  B. Create a report using the Case Age report type.

  C. Create a report using the Case Historical Trending report type.

  D. Create a report using the Case Snapshot report type.

  Correct Answer: A

• Question 55:

  Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

  Which channel should a consultant recommend to meet these requirements?

  A. Email-to-case

  B. Social Customer Service

  C. Chat

  D. Web-to-case

  Correct Answer: A

• Question 56:

  You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?

  A. Returns a link that returns a post with the same reference

  B. Tag another chatter user

  C. Deletes posts

  Correct Answer: A

• Question 57:

  Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

  A. Create a report that display the # of articles searched during the past 2 months

  B. Report displays # of articles associated to data categories during past 2 months

  C. Report that displays # of cases with articles attached during the past 2 months

  D. Report that displays # of new articles created during the past 2 months

  Correct Answer: AC

• Question 58:

  To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

  A. Assign article managers to public groups and specific article actions to each group.

  B. Assign article managers to publication teams and specific article actions to each team.

  C. Assign article managers to public groups and specific publication states to each group.

  D. Assign article managers to publication teams and specific publication states to each team.

  Correct Answer: A

• Question 59:

  Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

  A. Process Builder Scheduled Actions

  B. Time-based Workflow Rules

  C. Scheduled Reports

  D. Milestone Actions

  Correct Answer: C

• Question 60:

  Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

  A. Allow agents to create Knowledge articles when closing a case.

  B. Require agents to create Knowledge articles when opening a case.

  C. Add the Submit Feedback button to articles.

  D. Add the Submit Feedback button on the Solutions tab.

  Correct Answer: A