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Salesforce Service-Cloud-Consultant Exam Syllabus Topics:
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NEW QUESTION 82
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers
- A. Assign article types to the communities
- B. Configure content library permissions
- C. Enable article deliveries
- D. Enable public solutions.
- E. Publish articles to external channels
Answer: A,D,E
NEW QUESTION 83
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Answer: B,C,D
NEW QUESTION 84
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Review existing cases for an account.
- C. Run and view Salesforce reports.
- D. Update case data for a customer.
Answer: B,C
NEW QUESTION 85
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Total cases created
- B. # of articles per agent
- C. # of cases via email
- D. Most popular articles
Answer: A,D
NEW QUESTION 86
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback buttonon the Solutions tab.
- D. Allow agents to create Knowledge articles when closing a case.
Answer: D
NEW QUESTION 87
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Escalation Rules, Queues, Public Groups, Live Agent
- B. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- C. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Answer: C
NEW QUESTION 88
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. Agent skill-based routing and predictive dialer
- B. Workforce management and customer satisfaction score
- C. Automatic call distributor and interactive voice response
- D. Average handling time and first call resolution time
Answer: C
NEW QUESTION 89
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: C
NEW QUESTION 90
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Chatter feeds
- B. Customer Portal
- C. Email to Case
- D. Self Service Portal
Answer: A
NEW QUESTION 91
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: B
NEW QUESTION 92
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Studio Code and change sets
- B. Mass Transfer Records, change sets, and Visual Studio Code
- C. Visual Workflow, data loader, and Force.com IDE
- D. Data loader, change sets, and Force.com Excel Connector
Answer: A
NEW QUESTION 93
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Average number of days to close cases
- B. Number of cases escalated
- C. Number of open cases per day
- D. Number of new customers added
- E. Number of closed cases on first call
Answer: A,B,C
NEW QUESTION 94
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. A Workflow rules is activated
- B. None of the above
- C. An Assignment Rule is Activated
- D. An email is automatically sent to the case owner
Answer: D
NEW QUESTION 95
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
NEW QUESTION 96
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
- A. Select a window of time when users will NOT be making changes to the organization.
- B. Ensure all users refrain from logging into production for an entire day prior to deployment.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Migrate a test deployment to a staging environment for a smoother real-life experience.
Answer: A,C,E
NEW QUESTION 97
Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?
- A. Create a bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: C
NEW QUESTION 98
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different article types.
- B. Create at least two different approval processes.
- C. Grant managers the Manage Data Categories permission.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different data categories.
Answer: A,B,D
NEW QUESTION 99
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support
team for each product that it supports. Contact center agents should only be able to view articles for the
product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION 100
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