SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

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 roles to the associated product article types

B. Assign team-based profiles to the associated product article types

C. Assign team-based roles to the associated product data category value

D. Assign team-based profiles to the associated product data category value

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A. Assign Users to Omni Channel permissions

B. Enable Omni Channel by clicking Settings in Setup

C. Assign Users to the Omni Channel Feature License

D. Contact Salesforce to have Omni Channel enabled

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

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 historical trending report type.

B. Create a report using the case snapshot report type.

C. Create a report using the case age report type.

D. Create a report using the case lifecycle report type.

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

A. Auto launch flow

B. Salesforce Console for Service

C. Visualforce custom page

D. Process Builder

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. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

B. Create a central "Contact Us" page which provides access to all available channels.

C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

D. Optimize the customer community for mobile devices to have access to the same support as desktops.

E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel.

B. Cases created by type.

C. Open cases by reason.

D. Average case stage duration.

The lifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

A. Create, approve, publish, consume, feedback

B. Create, feedback, publish, approve, consume

C. Create, publish, feedback, approve, consume

D. Create, consume, feedback, approve, publish

Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

C. Configure the agent console and display the articles, case view, and external system custom object

D. Create a custom Visualforce page to display case list view, external system, and knowledge articles

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A. Average queue time per agent

B. Number of leads created

C. Opportunities per channel

D. Cost per call

E. Number of sales queues