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

Question 73

- (Exam Topic 1)
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B. Plan and communicate the deployment to all users of the organization in advance.

C. Select a window of time when users will NOT be making changes to the organization.

D. Ensure all users refrain from logging into production for an entire day prior to deployment.

E. Migrate a test deployment to a staging environment for a smoother real-life experience.

Correct Answer:BCE

Question 74

- (Exam Topic 1)
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Correct Answer:A

Question 75

- (Exam Topic 1)
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A. Assign Users to Omni Channel permissions

B. Enable Omni Channel by clicking Settings in Setup

C. Assign Users to the Omni Channel Feature License

D. Contact Salesforce to have Omni Channel enabled

Correct Answer:B

Question 76

- (Exam Topic 1)
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users have access to the chat buttons.

B. Verify that users are assigned the chat user profile.

C. Verify that users have access to the chat public group.

D. Verify that users are assigned the chat feature license.

Correct Answer:D

Question 77

- (Exam Topic 2)
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They are members of that Queue

B. They have a Contact Manager Profile

C. If the OWD for sharing cases is Public Read/Write/Transfer

D. They are higher in the Role Hierarchy than a Queue Member

E. All of the above

Correct Answer:AD

Question 78

- (Exam Topic 2)
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 Knowledge in a Service Cloud portal.

D. Enable Ideas in a Service Cloud portal.

Correct Answer:BC

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