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

Question 85

- (Exam Topic 2)
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A. Enable social profile and add workflow rules to the contact object

B. Use Twitter-to-Case and add workflow rules to the case object

C. Enable social profile and add assignment rules to the case object

D. Use the routing queues provided with Salesforce for Twitter and Facebook

Correct Answer:C

Question 86

- (Exam Topic 1)
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Visual Studio Code and change sets

B. Mass Transfer Records, change sets, and Visual Studio Code

C. Visual Workflow, data loader, and Force.com IDE

D. Data loader, change sets, and Force.com Excel Connector

Correct Answer:A

Question 87

- (Exam Topic 2)
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A. Accepts email attachments larger than 10 MB

B. Accepts attachments from emails

C. Handles more the 10,000 emails a day

D. Requires the use of Transport Layout Security (TLS)

Correct Answer:A

Question 88

- (Exam Topic 1)
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A. customer satisfaction Survey

B. Customer Purchase History

C. Customer Support Requests

D. Net promoter Score

E. Service Level Agreement

Correct Answer:ABD

Question 89

- (Exam Topic 1)
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C. Deliver the entire project simultaneously so as to present UC with a completed solution.

D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Correct Answer:B

Question 90

- (Exam Topic 2)
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products. How should article visibility be configured to enforce the compliance rules?

A. Create geography-based roles to restrict access using data categories

B. Create geography-based profiles to restrict access by mapping article types

C. Create geography-based profiles to restrict access using data categories

D. Create geography-based roles to restrict access by mapping article types

Correct Answer:A

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