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Salesforce Service-Cloud-Consultant: Salesforce Certified Service cloud consultant (SP19)

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Question 1

- (Exam Topic 1)
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases with milestones and entitlements

B. Migrate open and closed cases with milestones and entitlements

C. Migrate open and closed cases without milestones and entitlements

D. Migrate closed cases to a custom read-only object

Correct Answer:A

Question 2

- (Exam Topic 2)
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing

B. Live Agent Queue-based routing

C. Omni-channel Queue-based routing

D. Case Skills-based Assignment Rules

Correct Answer:B

Question 3

- (Exam Topic 1)
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 4

- (Exam Topic 2)
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this
best be achieved?

A. Use entitlements to define a process and milestones

B. Use case teams to close

C. Use escalation rules

Correct Answer:A

Question 5

- (Exam Topic 2)
Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A. Force.com Sites

B. Customer portalPartner portal

C. Self-service portal

D. Partner portal

E. Force.com Web Services API

Correct Answer:AE

Question 6

- (Exam Topic 2)
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

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