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

Question 43

- (Exam Topic 2)
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

A. Use auto response rule to send an email

B. Use escalation rule to send an email

C. Supervisors to investigate those cases

D. Identify those cases and assign to the closure team

Correct Answer:CD

Question 44

- (Exam Topic 1)
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers

A. Data Category to assign an Article Type to a Reviewer

B. Validation Rules for Article Types to verify all fields during creation

C. Knowledge Action to Publish an Article once the Article is approved

D. Approval Process that assigns an Article to a Reviewer Queue

Correct Answer:AB

Question 45

- (Exam Topic 2)
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Normalize database

B. Perform data cleaning

C. Enable data validation rules

D. Develop data map

Correct Answer:BD

Question 46

- (Exam Topic 1)
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A. Case Auto -Response Rules

B. Omni -Channel

C. Case Assignment Rules

D. Visual Workflow

Correct Answer:B

Question 47

- (Exam Topic 1)
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection

B. Increased call routing accuracy

C. Reduced issue resolution time

D. Reduced support channels

E. Optimized use of resources

Correct Answer:CDE

Question 48

- (Exam Topic 2)
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

A. Enable service contracts and entitlements.

B. Implement Salesforce Console for Service to support agents.

C. Leverage Live Agent for web-based chat.

D. Implement Salesforce Knowledge on a portal.

Correct Answer:CD

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