Service-Cloud-Consultant Salesforce Exam Questions and Free Practice Test

Question 61

- (Exam Topic 1)
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.

B. Define Entitlement and Milestones.

C. Use Process Builder with Scheduled Actions

D. Enable Omni-Channel Routing.

Correct Answer:B

Question 62

- (Exam Topic 2)
What process is a use case for Visual workflow? Choose 3 answers

A. Field validation during case creation

B. Cross-self promotions for representatives

C. Assignment of email to a case queue based on subject

D. Decision-based troubleshooting for representatives

E. Caller verification and creation of a new case

Correct Answer:ADE

Question 63

- (Exam Topic 1)
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities. Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

A. Account team relationship to the primary contact

B. Case closure rules on the original case

C. Work order and customer contact escalation requirements

D. Visibility and access to the work order records

E. Total number of account and contact records in the database

Correct Answer:BCD

Question 64

- (Exam Topic 2)
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

A. Customer Satisfaction

B. Customer Engagement Score

C. Net Promoter Score

D. Service-Level Measure

Correct Answer:C

Question 65

- (Exam Topic 2)
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

A. Set up Milestones.

B. Enable Work Orders.

C. Create an Entitlement Process.

D. Configure Service Contracts.

Correct Answer:AC

Question 66

- (Exam Topic 1)
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Number of calls offered

B. Agent utilization

C. Quality monitoring score

D. Schedule adherence

Correct Answer:BD

START Service-Cloud-Consultant EXAM