SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

A. Create a custom related list on the case.

B. Create a custom view on the Case tab.

C. Create a custom Visualforce page.

D. Create a custom report.

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

B. Enable the knowledge sidebar setting in the case support settings.

C. Create a visualforce page called knowledge sidebar on the case page layout.

D. Enable the knowledge sidebar related list on the case page layout.

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

A. Company Community

B. Employee Community

C. Customer Community

D. Partner Community

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.

What is the recommended method to meet the requirements?

A. Smart Links

B. Apex Trigger

C. Approval Process

D. Article Translation

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.

B. Add the Entitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which two actions will improve the performance of the list views? Choose 2 answers

A. Restrict visibility of the views

B. Reduce the number of fields displayed

C. Filter the views by case owner

D. Remove filter criteria from the views

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. Run and view Salesforce reports.

B. Update case data for a customer.

C. Post report information on Chatter.

D. Review existing cases for an account.

Which support channel requires the smallest amount of agent work time?

A. Web to case

B. Email to case

C. Web self service

D. Chat

How is the hash mark (e.g., #salesforce) used in chatter?

A. Ties the Chatter message to a topic

B. Indicates a clickable URL hyperlink

C. Indicates the name of a group in which to place the Chatter message

D. Links the Chatter message to Twitter

If you delete a case, which two also get deleted? (Choose two answers)

A. Account

B. Solution

C. Event

D. Attachments

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A. Number of Chatter files attached to cases.

B. Number of published article views.

C. Number of articles associated to cases.

D. Number of content packs attached to cases.

E. Number of successful keyword searches.

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They are members of that Queue

B. They have a Contact Manager Profile

C. If the OWD for sharing cases is Public Read/Write/Transfer

D. They are higher in the Role Hierarchy than a Queue Member

E. All of the above

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. Omni-Channel

B. Case Auto-Response Rules

C. Visual Workflow

D. Case Assignment Rules

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue

B. Use Chatter case feed and case teams to monitor cases

C. Use an assignment rule to assign new cases to the product manager

D. Use a workflow rule to send an email to the product manager

What is the capability of case feed?

A. Add custom visual force pages to the case feed page layout.

B. Enable call control using the CTI case feed publisher.

C. Embed case feed functionality within a visual force page.

D. Switch from case feed to standard detail pages using a console component