Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.How should the consultant implement these requirements?

Set up a sharing set to grant access based on the site member's contact record.

Change the org-wide default for cases and contacts internal access to private.

Update the case assignment rule to add the site member to the predefined case team.

Create a sharing rule to share the contact record with the site member.

Set up a sharing set to grant access based on the site member's contact record.

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 feature should the consultant recommend as part of the deployment?

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Retrieve Social Studio credentials.

Enable the Moderation feature to automatically create cases from posts.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.What should the Consultant recommend to gather information on Knowledge article usefulness?

Install Knowledge Base Dashboards and Reports AppExchange package.

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

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 3 answers

Create a central 'Contact Us' page which provides access to all available channels.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Replace the existing 'Chat Now' button on the Customer Community with a toll- free phone number.

Create a central 'Contact Us' page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.What approach should a consultant recommend to meet these requirements?

Define Entitlement and Milestones.

Configure Case Escalation Rules.

Define Entitlement and Milestones.

Use Process Builder with Scheduled Actions

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.What should the consultant recommend to meet the requirements?

Create a self-service Help Center.

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

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?

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Customize service channel settings to define how the organization receives work from various

Create a Salesforce Case to have Omni-Channel enabled.

Create the necessary objects in Salesforce.

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.How should a consultant configure this requirement?

Add the Knowledge Component to the Case record page.

Add the Knowledge related list to the Case record page.

Add the Knowledge tab to the Service Console.

Add Knowledge Data Categories to each Case.

Add the Knowledge Component to the Case record page.

A Service Rep transfers a Live Agent Chat to another Rep.Which two things will happened?

The Customer is shown the new Rep's name

The chat transcripts and case are transferred

The Customer is shown the new Rep's name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn't know they were transferred

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.What should be used for migration functionality?

Data loader, change sets, and Force.com Excel Connector

Visual Studio Code and change sets

Mass Transfer Records, change sets, and Visual Studio Code

Visual Workflow, data loader, and Force.com IDE

Data loader, change sets, and Force.com Excel Connector

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

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?

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Create a single data category group for each division and provide access using the role hierarchy.

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?Choose 2 answers

Simplify the interactive voice response (IVR) tree.

Add additional agents to lower average hold time.

Simplify the interactive voice response (IVR) tree.

Use Assignment rules and case queues.

Add additional agents to lower average hold time.

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed 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?

Select Flag as new version' checkbox when publishing.

Use Smart Link to Article to select the prior version.

Enable Knowledge User for Service Agents.

Use the Clone option to create a new article.

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?

Account tab with Cases related list

Ursa Major Solar cells 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?

Workforce Engagement Self Scheduling

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 mitigation these concerns?

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

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.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app in developer org and use an unmanaged package to deploy to production.

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.

Add the Knowledge tab to the Console app.

Create email templates with Knowledge Articles attached.

Add the Suggested Article widget to the Case page layout.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call routing accuracy

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.What should a consultant configure to satisfy this request?

Create a Lightning email template to send the article to the customer.

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Define criteria-based record page components

Create multiple Console layouts

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 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Use the Files Related List on each article to add files to your articles.

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose 'include files'.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.How should this be implemented?Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CSV.

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.What configuration should a consultant recommend?

Add History to the Utility bar.

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a Consultant consider as part of the migration strategy?

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Salesforce Certified Service Cloud Consultant Practice Test 2

Question 1 / 40

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.

What is the recommended method to decrease the time it takes to close cases?

Create Synonym Groups.

Create Article Translation.

Enable Suggested Articles.

Add Data Category Groups.

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Salesforce Certified Service Cloud Consultant Practice Test 2

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Salesforce Certified Service Cloud Consultant Practice Tests

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