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

Question 67

- (Exam Topic 1)
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

B. Reduced first contact resolution

C. A knowledge article life cycle that evolves based on usage and demand

D. Reduced issue resolution time

Correct Answer:BD

Question 68

- (Exam Topic 2)
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

A. Assign users to a Permission Set granting the Service User license.

B. Assign users to a Permission Set with access to the service console app.

C. Assign users the Service User license on their User record.

D. Assign users to a Public Group with access to the service console app.

Correct Answer:BC

Question 69

- (Exam Topic 1)
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

A. Implement Partner Communities with Knowledge.

B. Implement Customer Communities with Content.

C. Implement Employee Communities with Content.

D. Implement Customer Communities with Knowledge.

Correct Answer:D

Question 70

- (Exam Topic 1)
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Follow the SMEs to receive automatic updates when they add case comments

B. Bookmark all the comments related to the issue from SMEs

C. Use hashtag (#) to track the customer case and SMEs comments

D. @mention the SMEs on the case Chatter feed and follow the case

Correct Answer:D

Question 71

- (Exam Topic 2)
What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A. Email to Case

B. Chatter feeds

C. Customer Portal

D. Self Service Portal

Correct Answer:B

Question 72

- (Exam Topic 1)
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Service Console Knowledge Components

B. Service Console Profile Assignments

C. Data Categories and Article Actions

D. Data Categories and Article Types

Correct Answer:AD

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