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

Question 97

- (Exam Topic 1)
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
• Billing problems account for less than 5% of calls.
• Billing data is stored in an external system containing over 20 million records.
• Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A. Use Lightning Connect to connect and access data in real-time from the billing system.

B. Import payment data into Salesforce and add to the contact page layout as a related list.

C. Create a Visualforce page that retrieves payment information via a Web Service call-out.

D. Create a custom tab of type URL that displays a search page from the billing system.

Correct Answer:CD

Question 98

- (Exam Topic 2)
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance

A. Bulk Data Transfer API

B. Java Language Specific Toolkit

C. Data Integration via SOAP API

D. Cloud-to-Cloud Integration Toolkit

Correct Answer:A

Question 99

- (Exam Topic 2)
Universal Containers wants to provide its customers with more support options. Which three should a Consultant recommend?
Choose 3 answers

A. Create a Customer Community

B. Utilize KCS to manage Knowledge

C. Add Live Agent to public-facing sites

D. Configure Chatter for public access

E. Implement SOS for mobile experience

Correct Answer:BCE

Question 100

- (Exam Topic 1)
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

Correct Answer:AC

Question 101

- (Exam Topic 1)
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A. Omni-Channel

B. Entitlements

C. Case Escalation

D. Case Milestones

Correct Answer:B

Question 102

- (Exam Topic 2)
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A. Assignment rules

B. Validation rules

C. Workflow rules

D. Auto-response rules

Correct Answer:C

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