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

Question 19

- (Exam Topic 1)
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Employee Community

B. Partner Community

C. Reseller Community

D. Customer Community

Correct Answer:B

Question 20

- (Exam Topic 1)
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases created sorted by order

B. Number of cases by type by owner

C. Number of cases in each status

D. Number of solutions created per agent

Correct Answer:AB

Question 21

- (Exam Topic 1)
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

A. Build a repository of Knowledge articles related to integration and share it with the customer.

B. Enable Chatter case feed and add product development team members to the case team.

C. Create a related child case and assign the child case to the product development team.

D. Create a private Chatter group with customers and invite key individuals to join the group.

Correct Answer:D

Question 22

- (Exam Topic 1)
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.

B. An organization-wide default of Public Read/Write on the Case object.

C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

D. A sharing rule to ensure record access is granted based on criteria of the case.

Correct Answer:D

Question 23

- (Exam Topic 1)
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

Correct Answer:A

Question 24

- (Exam Topic 2)
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A. Custom indexes

B. Tiered data strategy

C. Record types

D. Divisions

E. Custom search

Correct Answer:ABD

START Service-Cloud-Consultant EXAM