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

Question 7

- (Exam Topic 2)
Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call

B. Average Number of days to close cases

C. Number of open cases per day

D. Number of cases escalated

E. Number of new customers added

Correct Answer:BCD

Question 8

- (Exam Topic 2)
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?

A. Returns a link that returns a post with the same reference

B. Tag another chatter user

C. Deletes posts

Correct Answer:A

Question 9

- (Exam Topic 2)
Using Import Wizard, how many Asset records can you import at a time?

A. 1000

B. 5000

C. 50,000

D. 100,000

E. You cannot import Assets via Import Wizard

Correct Answer:E

Question 10

- (Exam Topic 2)
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

B. Use Web Services API to integrate the external database with Salesforce

C. Create a custom product bug object and import data into Salesforce

D. Use Bulk API to load the product bug data into Salesforce

Correct Answer:AB

Question 11

- (Exam Topic 1)
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. Use the files related list on each article to add files to your articles.

B. Post the files to the chatter feed on each article.

C. Upload the files as documents, then relate them to the migrated articles.

D. Use the lightning knowledge migration tool and choose “include files”.

Correct Answer:A

Question 12

- (Exam Topic 2)
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A. Display articles in a public knowledge base.

B. Display articles in Salesforce Answers.

C. Display articles with HTML, images, and links.

D. Publish articles to the Web using Salesforce Publisher.

Correct Answer:AC

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