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

Question 79

- (Exam Topic 1)
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases

B. Create a case report with a custom summary formula to calculate the percentage of escalated cases

C. Create a formula field on the case record to calculate percentage of escalated cases

D. Create a daily snapshot report of all cases and calculate percentage of escalated cases

Correct Answer:B

Question 80

- (Exam Topic 1)
Milestones can be added to which three object types? Choose 3 Answers

A. Work order

B. Case

C. Service

D. Entitlement

E. Account

Correct Answer:ABD

Question 81

- (Exam Topic 1)
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A. Allows customers to customize their user interface

B. Allows customers the ability to collaborate

C. Allows customers to customize reports and dashboards

D. Allows customers to search a knowledge base.

Correct Answer:BD

Question 82

- (Exam Topic 1)
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A. Customer Community

B. Field Service Lightning

C. SOS Video Chat

D. Salesforce Knowledge

Correct Answer:C

Question 83

- (Exam Topic 1)
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to
improve this metric?

A. Skills -based routing

B. Private branch exchange

C. Workforce management

D. Interactive voice response

Correct Answer:A

Question 84

- (Exam Topic 2)
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. First contact resolution rate

B. Number of total cases handled

C. Total number of solutions created by agent

D. Average number of knowledge articles published

Correct Answer:AB

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