Service-Cloud-Consultant Free Certification Exam Material from Free4Torrent with 361 Questions
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NEW QUESTION 123
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- C. Create an API integration between Salesforce and the telephony system.
- D. Implement an on demand telephony solution provided by a vendor.
Answer: A
NEW QUESTION 124
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Web-to-Case
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 125
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a Dashboard for each Case Team.
- B. Create a single Dashboard with a Case Team filter.
- C. Create a single Dashboard with a Region filter.
- D. Create a Dashboard for each Region.
Answer: C
NEW QUESTION 126
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
allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Case Assignment Rules
- B. Case Auto-Response Rules
- C. Visual Workflow
- D. Omni-Channel
Answer: D
NEW QUESTION 127
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Omni-Channel with prioritized queues
- B. Standard Web-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Standard Email-to-Case with assignment rules
Answer: D
NEW QUESTION 128
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?
- A. Add the assets related list to contact records
- B. Add the entitlements related list to contact records
- C. Add the entitlement contacts related list to account records
- D. Add the service contract related list to contact records
Answer: B
NEW QUESTION 129
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Case closure rules on the original case
- B. Relationship to the primary contact
- C. Average incoming case volume
- D. RMA and FSR escalation requirements
- E. Visibility and access to the RMA and FSR records
Answer: A,D,E
NEW QUESTION 130
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2
answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles during a call for a support agent
- C. Suggest articles for a web-to-case question
- D. Recommend articles prior to a Live Agent session
Answer: C,D
NEW QUESTION 131
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Enable and configure wildcards for article searches
- C. Set up an intuitive Data Category hierarchy
- D. Restrict the Manage Articles user permission
Answer: C,D
NEW QUESTION 132
Universal Containers is implementing an entitlement process to measure customer service level agreements
(SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Representing metrics such as first-response and resolution time on cases
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Displaying whether a case response complies with a customer's service level agreement
Answer: B,D
NEW QUESTION 133
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable web -to -case on their public website.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Add the Question action to Chatter in the community publisher.
Answer: C,D
NEW QUESTION 134
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Custom Component
- B. A Twitter Macro
- C. The Social Feed
- D. The Case Feed
Answer: D
NEW QUESTION 135
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report is shared with a Chatter Group.
- B. The report has a standard Report Type.
- C. The report is a Summary or Matrix report.
- D. The report chart is added to the Page Layout.
- E. The report contains a chart.
Answer: C,E
NEW QUESTION 136
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Live Agent for the organization
- B. Create an iframe to display the chat window
- C. Enable Chatter Messenger for the organization
- D. Create user profiles or permission sets
Answer: A
NEW QUESTION 137
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom view on the Case tab
- B. Create a custom report
- C. Create a custom Visualforce page
- D. Create a custom related list on the case
Answer: D
NEW QUESTION 138
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Review case history and activities for Agents B and C
- B. Update case assignment rules to route more cases to Agent A
- C. Lower the target for entire team to that of Agent A
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: A,D,E
NEW QUESTION 139
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Escalation rate
- C. Average handle time
- D. First contact resolution
Answer: C,D
NEW QUESTION 140
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Customer Community
- B. Reseller Community
- C. Employee Community
- D. Partner Community
Answer: D
NEW QUESTION 141
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