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

Question 25

- (Exam Topic 1)
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.

B. Add the Knowledge tab to the Console app.

C. Create email templates with Knowledge Articles attached.

D. Add the Suggested Article widget to the Case page layout.

Correct Answer:A

Question 26

- (Exam Topic 1)
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Enable Omni-Channel Case assignment

B. Define separate Record Types for Tier 1 and Tier 2

C. Implement Lightning Guided Engagement

D. Configure a Visual Flow Troubleshooting Action

Correct Answer:CD

Question 27

- (Exam Topic 2)
What is the primary function of a private branch exchange (PBX)?

A. To receive multiple calls at one time

B. To use speech recognition to direct calls

C. To report the caller's background information

D. To mate calls to different agents

Correct Answer:A

Question 28

- (Exam Topic 2)
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A. Create an FAQ article type and configure the enable suggested articles option in support settings.

B. Create an FAQ article type and enable the submit articles feature on the case close page layout.

C. Define a data category called FAQ and assign category visibility to users in the contact centre role.

D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Correct Answer:B

Question 29

- (Exam Topic 2)
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of outbound calls per day

B. Number of closed cases

C. Number of lead referrals

D. Number of attempts to contact

Correct Answer:AD

Question 30

- (Exam Topic 2)
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A. Enable the list to be pinned in the consol

B. This allows users to view the list alongside the case view in the console

C. Build a customer visual force page with the list view and assign it to the console sidebar.

D. Configure the case list under custom console components so users can view the list view along with the case view

E. Recommend opening the case list view in a separate browser tab and use the window alongside the case view

Correct Answer:A

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