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

Question 49

- (Exam Topic 1)
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

A. omni Channel

B. Contact Request

C. Field Service

D. Mobile Connect

Correct Answer:C

Question 50

- (Exam Topic 1)
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

A. Remove these fields from the page layout and add the components to the highlights panel.

B. Add these fields to the page layout and add the components to the highlights panel

C. Remove these fields from the page layout and add the fields to the highlights panel

D. Add the fields to the page layout and add the fields to the highlights panel.

Correct Answer:D

Question 51

- (Exam Topic 2)
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

B. Add development resources to the project team to build out the additional requirements.

C. Adjust the project scope to accommodate new requirements and continue with the original project schedule

D. Document the requirements gap and communicate development options to the project team

Correct Answer:D

Question 52

- (Exam Topic 2)
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A. Enable the case survey object for the customer portal

B. Utilize an AppExchange package to handle customer surveys

C. Create a validation rule for case survey email templates

D. Modify the user interface settings for the case survey sidebar

Correct Answer:B

Question 53

- (Exam Topic 2)
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Create escalation rules to re-assign cases after SLAs have expired.

B. Enable the Service Cloud Console and Knowledge sidebar for agents.

C. Create case teams and introduce swarming to resolve cases.

D. Enable and use Chatter feed tracking on the case object.

Correct Answer:CD

Question 54

- (Exam Topic 2)
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response

B. Workforce management and customer satisfaction score

C. Average handling time and first call resolution time

D. Agent skill-based routing and predictive dialer

Correct Answer:A

START Service-Cloud-Consultant EXAM