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

Question 31

- (Exam Topic 1)
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

A. Implement an adapter using the Telephony API.

B. Move to a cloud -based telephony system.

C. Implement an adapter built on Open CTI.

D. Build an adapter using the telephony vendor's toolkit.

Correct Answer:C

Question 32

- (Exam Topic 2)
If you delete a case, which two also get deleted? (Choose two answers)

A. Account

B. Solution

C. Event

D. Attachments

Correct Answer:CD

Question 33

- (Exam Topic 1)
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers
• Link new posts and comments to an existing customer record
• Respond to posts from the existing Salesforce Console for Service
• Create and link social personas to contacts
What should a consultant recommend to meet these requirements?

A. Create a Lightning Platform app for Facebook monitoring.

B. Enable Social Customer Service.

C. Integrate Facebook to its existing Customer Community.

D. Enable Salesforce social profile on contacts.

Correct Answer:D

Question 34

- (Exam Topic 2)
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

A. Create a report using the Case Lifecycle report type.

B. Create a report using the Case Age report type.

C. Create a report using the Case Historical Trending report type.

D. Create a report using the Case Snapshot report type.

Correct Answer:A

Question 35

- (Exam Topic 1)
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

A. Partial Copy Sandbox

B. Administrator Sandbox

C. Developer Pro Sandbox

D. Full Sandbox

Correct Answer:ACD

Question 36

- (Exam Topic 2)
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A. Process Builder

B. Lightning Knowledge

C. Macros

D. Visual Workflow

Correct Answer:A

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