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Salesforce Certified Service Cloud Consultant Exam Practice Questions (P. 5)

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Question #41
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? (Choose three.)
  1. A
    Record Types
  2. B
    Support Processes
  3. C
    Article Record Types
  4. D
    Page Layouts
  5. E
    Omni-Channel

Correct Answer:
ABD

Question #42
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console.
Which configuration option should be verified?
  1. A
    Verify that users have access to the Chat buttons.
  2. B
    Verify that users are assigned the Chat feature license.
  3. C
    Verify that users have access to the Chat public group.
  4. D
    Verify that users are assigned the Chat user profile.

Correct Answer:
B

Question #43
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? (Choose three.)
  1. A
    Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  2. B
    Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  3. C
    Create a central "Contact Us" page which provides access to all available channels.
  4. D
    Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops.
  5. E
    Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.

Correct Answer: BCD ?️

Question #44
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.
What required step should a consultant address before configuring Omni Channel?
  1. A
    Customize service channel settings to define how the organization receives work from various sources.
  2. B
    Create the necessary objects in Salesforce.
  3. C
    From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
  4. D
    Create a Salesforce Case to have Omni-Channel enabled.

Correct Answer:
C

Question #45
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
  1. A
    Provide a self-help Customer Community.
  2. B
    Add more Support phone lines.
  3. C
    Ask Developers to respond to Support Cases.
  4. D
    Limit Customers to 5 Cases per day.

Correct Answer:
A

Question #46
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements.
Which feature should the consultant consider?
  1. A
    Case Milestones
  2. B
    Entitlements
  3. C
    Omni-Channel
  4. D
    Case Escalation

Correct Answer:
B

Question #47
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a consultant recommend to meet this requirement?
  1. A
    Implement Salesforce Field Service.
  2. B
    Configure Visual Flows on Salesforce mobile.
  3. C
    Integrate with an enterprise resource planning system.
  4. D
    Develop and publish a knowledge management system.

Correct Answer: A ?️

Question #48
Ursa Major Solar sells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
  1. A
    Workforce Engagement Self Scheduling
  2. B
    Omni-Channel Routing
  3. C
    Visual Remote Assistant
  4. D
    Field Service Scheduler

Correct Answer: C ?️

Question #49
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a consultant recommend to correct this problem? (Choose two.)
  1. A
    Create a case assignment rule to ensure cases are owned by a user when closed.
  2. B
    Create a case validation rule to ensure cases are owned by a user when closed.
  3. C
    Use a data tool to update the owner field on closed cases.
  4. D
    Create a Process Builder and Flow to change the owner on closed cases.

Correct Answer: BC ?️

Question #50
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?
  1. A
    Lightning Flow Component
  2. B
    Lightning Guided Engagement
  3. C
    Path for Cases
  4. D
    Service Console Macros

Correct Answer:
B

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