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

Question 103

- (Exam Topic 2)
When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner

B. A Workflow rules is activated

C. An Assignment Rule is Activated

D. None of the above

Correct Answer:A

Question 104

- (Exam Topic 2)
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolution

B. Average handle time

C. Upsell percentage

D. Customer retention

Correct Answer:AB

Question 105

- (Exam Topic 1)
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. How should a consultant deploy these Permission Sets to Production?

A. Use a Change Set

B. Manually re-create the Permission Sets

C. Create an Unmanaged Package

D. Publish a Managed Package

Correct Answer:A

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