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

Question 37

- (Exam Topic 2)
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A. Mix telephony interactions with email and chat

B. Extend benefits to part-time agents

C. Provide additional training on tools and process

D. Allow shift trading between agents

Correct Answer:BD

Question 38

- (Exam Topic 1)
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A. Omni-Channel routing

B. Standard Email-to-Case

C. Web-to-Case forms

D. On-Demand Email-to-Case

Correct Answer:B

Question 39

- (Exam Topic 1)
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Process Builder

B. Interaction Log

C. Lightning Row for Service

D. Path for Cases

Correct Answer:BC

Question 40

- (Exam Topic 1)
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

A. Recovery point objective

B. Criteria for plan activation

C. Open access to systems

D. Site consolidation

Correct Answer:B

Question 41

- (Exam Topic 2)
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered?
Choose three answers

A. A separate .csv import file is uploaded for each data category

B. Attachments and .html files must be referenced in a corresponding .zip file

C. Each article must be associated to an article type

D. One .csv import file is uploaded for all article types

E. A separate .csv import file is uploaded for each article type

Correct Answer:BCE

Question 42

- (Exam Topic 1)
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. Web-to-Case

B. Email-to-Case

C. Salesforce for Outlook

D. On-Demand Email-to-Case

Correct Answer:B

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