SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Salesforce Console

B. Entitlements and Milestones

C. Case Escalation

D. Case Assignment

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

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 entitlements related list to contact records

B. Add the entitlement contacts related list to account records

C. Add the assets related list to contact records

D. Add the service contract related list to contact records

Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

A. Contact salesforce to have Omni channel enabled.

B. Enable Omni channel in setup.

C. Assign users to the Omni channel feature license.

D. Assign users to Omni channel permissions.

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. Web-to-Case

B. Email-to-Case

C. Salesforce for Outlook

D. On-Demand Email-to-Case

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

A. Add the Knowledge related list to the Case record page.

B. Add the Knowledge tab to the Service Console.

C. Add Knowledge Data Categories to each Case.

D. Add the Knowledge Component to the Case record page.

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

A. Add multiple ELSE IF blocks after the IF block

B. Add conditional logic to the instructions

C. Create a formula to build the macro logic around

D. Add a formula block to the macro

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A. Automatic Call Distributor

B. Private Branch Exchange

C. Interactive Voice Response

D. Time and Attendance

When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A. Case queues

B. Case custom reports

C. Case assignment rules

D. Case dashboards

Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A. Percent of cases closed with an attached article

B. Percent of cases closed meeting the defined SLA

C. Percent of cases closed with chatter posts

D. Percent of cases closed on first contact

The support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

A. Dynamic Dahsbaord by Call Center

B. Reporting Snapshots by call center

C. Report Subscriptions by call center

D. Case report grouped by call center

When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner

B. A Workflow rules is activated

C. An Assignment Rule is Activated

D. None of the above

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Process Builder Scheduled Actions

B. Time-based Workflow Rules

C. Scheduled Reports

D. Milestone Actions

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

A. Force.com IDE

B. Agile

C. Kanban

D. Waterfall

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