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Home Salesforce Certified Service Cloud Consultant

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

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Question #31
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
  1. A
    Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
  2. B
    Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
  3. C
    Assign a global team of experienced agents and leaders to create a common design template and report structure.
  4. D
    Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Correct Answer: B ?️

Question #32
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
  1. A
    Create a Process Builder with Scheduled Actions.
  2. B
    Define Case Auto-Response Rules.
  3. C
    Configure Case Escalation Rules.
  4. D
    Establish Case Assignment Rules.

Correct Answer: C ?️

Question #33
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
  1. A
    Use Salesforce Flow for notifications and case teams to monitor cases.
  2. B
    Use escalation rules for notifications and case teams to monitor cases.
  3. C
    Use escalation rules for notifications and account teams to monitor cases.
  4. D
    Use Salesforce Flow for notifications and account teams to monitor cases.

Correct Answer:
A

Question #34
Which three are characteristics of Flow? (Choose three.)
  1. A
    Elements can be used to pass data to legacy systems.
  2. B
    Elements can be used to update fields in the database.
  3. C
    Apex code must be used to pass data to legacy stems.
  4. D
    Apex code must be used to update fields in the database.
  5. E
    Only one version of a flow can be activated at a time.

Correct Answer: BCE ?️

Question #35
Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend? (Choose two.)
  1. A
    Simplify the interactive voice response (IVR) tree.
  2. B
    Use Assignment rules and case queues.
  3. C
    Set up Email-to-Case.
  4. D
    Add additional agents to lower average hold time.

Correct Answer:
AD

Question #36
Universal Containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two features should the consultant recommend as part of the deployment? (Choose two.)
  1. A
    Enable the Moderation feature to automatically create cases from posts.
  2. B
    Create and assign permission sets to give agents social account access.
  3. C
    Add two Twitter or Facebook accounts.
  4. D
    Retrieve Social Studio credentials.

Correct Answer:
BC

Question #37
In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager? (Choose two.)
  1. A
    On a record Highlights Panel
  2. B
    On a utility bar of the Lightning App
  3. C
    On the Calendar right hand panel
  4. D
    On a record Activity Feed list

Correct Answer:
BD

Question #38
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? (Choose three.)
  1. A
    All open Cases by Priority
  2. B
    All open Cases by Channel
  3. C
    All Cases by Customer
  4. D
    Case resolution time
  5. E
    All Cases closed Month-to-date

Correct Answer: ABD ?️

Question #39
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? (Choose two.)
  1. A
    Quality monitoring score
  2. B
    Schedule adherence
  3. C
    Number of calls offered
  4. D
    Agent utilization

Correct Answer:
BD

Question #40
Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
  1. A
    High Volume Customer Portal
  2. B
    Lightning External Apps Starter
  3. C
    Customer Community Plus
  4. D
    Customer Community

Correct Answer: C ?️

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