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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 14

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Question 131

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universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

Contracts and SLASs
Contracts and SLASs
Chatter Answers
Chatter Answers
Contacts
Contacts
Cases
Cases
Suggested answer: B, D

Explanation:

These are two features that a consultant should recommend to implement a customer community to provide self-service options to its B2C customers. Chatter Answers is a feature that allows customers to post questions, provide answers, and comment on other posts in the community. Chatter Answers can help customers find solutions from other customers or experts without creating a case. Cases is a feature that allows customers to create, view, and manage cases online in the community. Cases can help customers get support from agents when they cannot find answers from other sources. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_chatter_answers_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_cases_overview.htm&type=5

asked 23/09/2024
Mustafa BeÅŸparmak
36 questions

Question 132

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Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.

What should a consultnat recommend to address this problem.

Define case escalation rules
Define case escalation rules
Configure flow Builder /Process Builder
Configure flow Builder /Process Builder
Activate a validation rule
Activate a validation rule
Create a Case Macro
Create a Case Macro
Suggested answer: D

Explanation:

Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

asked 23/09/2024
matteo vadagnini
46 questions

Question 133

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universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.

Which two features should a consultant integrate of the Service Console?

Choose 2 answers

Lightning Flow for service
Lightning Flow for service
Interaction Log
Interaction Log
Lightning Process Builder
Lightning Process Builder
Path for Cases
Path for Cases
Suggested answer: A, D

Explanation:

Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:

Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.

Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.

Verified

Reference:Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]

asked 23/09/2024
Vaibhav Damle
44 questions

Question 134

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Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.

Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production

Choose 2 answers

Data Import Wizard
Data Import Wizard
Change Sets
Change Sets
Data Loader
Data Loader
Mass Transfer Records
Mass Transfer Records
Suggested answer: B, C

Explanation:

These are two deployment solutions that the consultant should use to ensure skills-based routing is operational in Production. Change Sets are tools that allow administrators to deploy changes from one Salesforce org to another, such as custom objects, fields, workflows, or profiles. Change Sets can be used to deploy the configuration changes related to skills-based routing, such as service channels, routing configurations, or routing rules. Data Loader is a tool that allows administrators to import or export data from Salesforce, such as records, attachments, or documents. Data Loader can be used to migrate the data related to skills-based routing, such as skills, skill assignments, or queues. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.data_loader.htm&type=5

asked 23/09/2024
Updesh Kumar
37 questions

Question 135

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Milestones can be added to which two Object types?

Choose 2 answers

Account
Account
Work Order
Work Order
Last
Last
Case
Case
Suggested answer: B, D

Explanation:

These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.entitlements_milestones_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.entitlements_process_overview.htm&type=5

asked 23/09/2024
Giulia Alberghi
43 questions

Question 136

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A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.

The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Create a report using the Case Lifecycle report type.
Create a report using the Case Lifecycle report type.
Create a report using the Case Age report type.
Create a report using the Case Age report type.
Create a report using the Case Historical Trending report type.
Create a report using the Case Historical Trending report type.
Create a report using the Case Snapshot report type.
Create a report using the Case Snapshot report type.
Suggested answer: D

Explanation:

Creating a report using the Case Snapshot report type is a reporting solution that can help the manager compare the amount of time that cases have spent within each status during their lifecycle. The Case Snapshot report type shows the case status and the number of days that the case was in each status. The Case Snapshot report type can help identify bottlenecks and inefficiencies in the case resolution process. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_case_snapshot.htm&type=5

asked 23/09/2024
RAHULREDDY BIRADAVOLU
42 questions

Question 137

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Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.

Mow can a consultant address this concern'

Improve Validation Ru!e messages.
Improve Validation Ru!e messages.
Use Einstein Next Best Action.
Use Einstein Next Best Action.
Configure Path for Cases.
Configure Path for Cases.
Implement record types and pege layouts.
Implement record types and pege layouts.
Suggested answer: B

Explanation:

Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.next_best_action_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.next_best_action_setup.htm&type=5

asked 23/09/2024
Rozsahegyi Jozsef
34 questions

Question 138

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Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.

What are two recommended service console features that work together to improve the process **

Choose 2 answers

Quick Action
Quick Action
Outbound Sales Dialer
Outbound Sales Dialer
Macros
Macros
History Utility
History Utility
Suggested answer: C, D

Explanation:

These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5

asked 23/09/2024
nosh shah
43 questions

Question 139

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Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.

What is the recommendeo report change to meet the requirements7

Filter or Cosed When Created equals true
Filter or Cosed When Created equals true
Filter on Status equals Ctosea Resolved
Filter on Status equals Ctosea Resolved
Filter where Dete/Time Opened equals Created Date
Filter where Dete/Time Opened equals Created Date
Filter where Closed Date equals Created Date
Filter where Closed Date equals Created Date
Suggested answer: A

Explanation:

Filtering on Closed When Created equals true is a report change that can show first call resolution. Closed When Created is a field on the Case object that indicates whether the case was closed when it was created, meaning it was resolved on the first call. Filtering on this field will show only the cases that were closed on the first call. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.case_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_filtering.htm&type=5

asked 23/09/2024
doaa elshazly
47 questions

Question 140

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A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.

What are two recommended Service Ctoud features that work togethe' to improve the process'

Choose 2 answers

Quick Text
Quick Text
Macros
Macros
Global Quick Action
Global Quick Action
Email Temp ates
Email Temp ates
Suggested answer: B, D

Explanation:

These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations. Email Templates can help ensure consistent and professional communication with customers. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5

asked 23/09/2024
Mpho Ntshontsi
41 questions
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