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

Question 13

- (Exam Topic 1)
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates

Correct Answer:ACE

Question 14

- (Exam Topic 2)
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use workflow rules to send an email to the customer

B. Use escalation rules to assign the case to a case queue

C. Use auto-response rules to send an email to the customer

D. Use assignment rules to assign the case to a case queue

Correct Answer:A

Question 15

- (Exam Topic 2)
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

A. Number of cases escalated by agent

B. Number of articles created by agent

C. Number of articles attached to a case

D. Number of solutions created by agent

Correct Answer:BC

Question 16

- (Exam Topic 1)
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A. Assign the Salesforce users to the Call Center.

B. Install an adapter from AppExchange to work with third-party CTI systems

C. Use Apex to create an adapter to work with third-party CTI systems

D. Create a SoftPhone layout and assign to user profiles

E. Assign the Salesforce CTI license to Salesforce users

Correct Answer:ABD

Question 17

- (Exam Topic 2)
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

A. Case Assignment Rules, Queues, Chatter Groups, Live Agent

B. Case Assignment Rules, Queues, Public Groups, Omni-Channel

C. Escalation Rules, Queues, Chatter Groups, Omni-Channel

D. Escalation Rules, Queues, Public Groups, Live Agent

Correct Answer:B

Question 18

- (Exam Topic 1)
Which three are characteristics of Visual Workflow? Choose 3 answers

A. Apex code must be used to update fields in the database.

B. Elements can be used to pass data to legacy systems.

C. Apex code must be used to pass data to legacy systems.

D. Only one version of a flow can be activated at a time.

E. Elements can be used to update fields in the database.

Correct Answer:ABD

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