ExamGecko
Login
Ask Question

Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 11

Add to Whishlist

List of questions

Question 101

Report Export Collapse

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

Become a Premium Member for full access
  Unlock Premium Member

Question 102

Report Export Collapse

Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Become a Premium Member for full access
  Unlock Premium Member

Question 103

Report Export Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 104

Report Export Collapse

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Become a Premium Member for full access
  Unlock Premium Member

Question 105

Report Export Collapse

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Become a Premium Member for full access
  Unlock Premium Member

Question 106

Report Export Collapse

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Become a Premium Member for full access
  Unlock Premium Member

Question 107

Report Export Collapse

universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Become a Premium Member for full access
  Unlock Premium Member

Question 108

Report Export Collapse

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

Become a Premium Member for full access
  Unlock Premium Member

Question 109

Report Export Collapse

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

Become a Premium Member for full access
  Unlock Premium Member

Question 110

Report Export Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member
Total 258 questions
Go to page: of 26
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity?
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? Choose 2 answers
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds. Which 3 best practices should a consultant recommend?