[UPDATED 2021] Salesforce Service-Cloud-Consultant Questions Prepare with Free Demo of PDF
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NEW QUESTION 136
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case age report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION 137
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Cost per call
- B. Opportunities per channel
- C. Number of leads created
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION 138
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Create auto response templates for emails.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: B,D
NEW QUESTION 139
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On a new tab in the agent's browser
- C. On the left sidebar of Salesforce Classic
- D. Onthe footer of the Lightning Console
Answer: C,D
NEW QUESTION 140
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Create auto response templates for emails.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: B,D
NEW QUESTION 141
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Predictive dialer for outbound calls
- B. Mobile access to case information
- C. Visibility into service entitlements
- D. Chatter groups for customer
Answer: B,C
NEW QUESTION 142
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
Answer: D
NEW QUESTION 143
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. Escalated cases by account month-to-date
- B. Time spent by account year-to-date
- C. New cases opened by account channel
- D. High priority cases opened by account month-to-date
Answer: A,D
NEW QUESTION 144
Which application will allow a client to enable Ideas on a public website?
- A. Sites
- B. Self-service portal
- C. Partner portal
- D. Customer portal
Answer: A
NEW QUESTION 145
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: C
NEW QUESTION 146
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Review existing cases for an account.
- C. Run and view Salesforce reports.
- D. Update case data for a customer.
Answer: B,C
NEW QUESTION 147
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Answer: B,C,D
NEW QUESTION 148
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 149
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. Agile
- C. Waterfall
- D. Lightning Platform
Answer: B
NEW QUESTION 150
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Processes
- B. Approval Processes
- C. Support Types
- D. Record Types
Answer: A,D
NEW QUESTION 151
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Web to case
- C. Web self service
- D. Email to case
Answer: C
NEW QUESTION 152
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Identify the requirements needed for initial GoLive.
- B. Organize the requirements from largest to smallest.
- C. Prioritize the requirements based on who submitted them.
- D. Provide a timeline that addresses all the requirements.
Answer: A
NEW QUESTION 153
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Case Assignment Rules
- B. Omni Channel
- C. Process Builder Assignment
- D. Live Agent
Answer: B
NEW QUESTION 154
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