Nest 0 Cart
Nest Account
Popular Exams
All Categories...
Nest
Nest 0
Contact
Log In / Sign Up
Copyright 2024 © store. All rights reserved.
Home Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant Exam Practice Questions (P. 4)

  • Full Access (211 questions)
  • Six months of Premium Access
  • Access to one million comments
  • Seamless ChatGPT Integration
  • Ability to download PDF files
  • Anki Flashcard files for revision
  • No Captcha & No AdSense
  • Advanced Exam Configuration
Get Contributor Access
Question #16
Universal Containers (UC) wants to schedule technicians for repair services when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
  1. A
    Field Service
  2. B
    Mobile Connect
  3. C
    Omni Channel
  4. D
    Contact Requests

Correct Answer:
A

Question #17
When Service Reps view a case, they often need to see the case history of other cases for that same account.
How should a consultant configure the Lighting Service Console to support this requirement?
  1. A
    Account tabs with Case subtabs
  2. B
    Account tabs and Cases tab
  3. C
    Account tab with Cases related list
  4. D
    Case tabs with Account subtabs

Correct Answer:
C

Question #18
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
  1. A
    Embedded Chat Service
  2. B
    Web-to-Case
  3. C
    Experience Cloud site
  4. D
    Case Assignment Rules

Correct Answer:
A

Question #19
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 mitigate these concerns?
  1. A
    Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
  2. B
    Configure the new app in developer org and use an unmanaged package to deploy to production.
  3. C
    Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
  4. 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.

Correct Answer:
B

Question #20
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
  1. A
    Enable Knowledge User for Service Agents.
  2. B
    Use the Clone option to create a new article.
  3. C
    Select ‘Flag as new version’ checkbox when publishing.
  4. D
    Use Smart Link to Article to select the prior version.

Correct Answer:
D

Previous Questions Next Questions

All Pages