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

Question 91

- (Exam Topic 1)
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

A. Set up an intuitive Data Category hierarchy

B. Restrict the Manage Articles user permission

C. Enable and configure wildcards for article searches

D. Require that an article be added when closing a case

Correct Answer:AB

Question 92

- (Exam Topic 1)
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A. Create a case report to show all cases across tiers filtered by an escalation flag.

B. Create an approval process to ensure only the appropriate cases get escalated.

C. Create a case report to show the number of cases for each tier and sort them by case owner.

D. Create a custom trigger to generate history when cases get escalated between tiers.

Correct Answer:A

Question 93

- (Exam Topic 2)
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed with an attached article

B. Percent of cases closed meeting the defined SLA

C. Percent of cases closed with chatter posts

D. Percent of cases closed on first contact

Correct Answer:B

Question 94

- (Exam Topic 1)
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A. Entitlements and milestones

B. Case escalation

C. Case assignment

D. Salesforce console

Correct Answer:A

Question 95

- (Exam Topic 2)
Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers

A. Configure call center definition

B. Deploy Call Center Directory

C. Install CTI adapter using open CTI

D. Configure IVR auto response

E. Assign users to a call center

Correct Answer:ACE

Question 96

- (Exam Topic 2)
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

E. It does NOT require a software install for each call center user on a Windows-based PC.

Correct Answer:ACD

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