Real Service-Cloud-Consultant Exam PDF Test Engine Practice Test Questions
Salesforce Service-Cloud-Consultant Real 2022 Braindumps Mock Exam Dumps
NEW QUESTION 112
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. First call resolution
- D. Abandon rate
Answer: C,D
NEW QUESTION 113
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Enable agents to transfer calls to other agents
- B. Implement a customer self-service portal
- C. Prioritize customer calls based on their SLA
- D. Cross-train agents on both product lines
Answer: B,D
NEW QUESTION 114
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Email-To-Case
- B. Implement Quick Text
- C. Enable the support setting for default email templates
- D. Implement Macros
- E. Enable the Support Process for default email templates
Answer: B,C,D
NEW QUESTION 115
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Create Salesforce Classic Quick Action
- B. Configure Case Feed page layouts
- C. Add a Visualforce page to the Case layout
- D. Configure the Case highlights panel
Answer: B
NEW QUESTION 116
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Open multiple case records as tabs and sub tabs
- D. Utility Bar
Answer: A,B
NEW QUESTION 117
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Customer Community
- C. Case Assignment Rules
- D. Embedded Chat Service
Answer: D
NEW QUESTION 118
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: A
NEW QUESTION 119
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Average handle time
- C. Average speed to answer
- D. Escalation rate
Answer: A,B
NEW QUESTION 120
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need
to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3
answers:
- A. Custom indexes
- B. Custom search
- C. Tiered data strategy
- D. Record types
- E. Divisions
Answer: A,C,E
NEW QUESTION 121
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. First call resolution
- D. Abandon rate
Answer: C,D
NEW QUESTION 122
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. First call resolution
- D. Abandon rate
Answer: C,D
NEW QUESTION 123
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove formula fields from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from the reports.
Answer: B
NEW QUESTION 124
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?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: A
NEW QUESTION 125
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Allow the exercise to be done in a Production instance
- B. Use a Partial sandbox for the DR exercise
- C. Use a Full copy sandbox for the DR exercise
- D. Use a Developer Pro sandbox for the DR exercise
Answer: C
NEW QUESTION 126
Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Restrict visibility of the views
Answer: B,C
NEW QUESTION 127
UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.
- A. Track social sentiment across social media outlets
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Configure entitlements and milestones to enforce SLAs
Answer: B,C
NEW QUESTION 128
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the footer of the Lightning Console
- C. On the left sidebar of Salesforce Classic
- D. On a new tab in the agent's browser
Answer: B,C
NEW QUESTION 129
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Deploy based on the number of trainers available
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: A
NEW QUESTION 130
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Links the Chatter message to Twitter
- B. Indicates the name of a group in which to place the Chatter message
- C. Indicates a clickable URL hyperlink
- D. Ties the Chatter message to a topic
Answer: D
NEW QUESTION 131
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Skills -based routing
- B. Interactive voice response
- C. Private branch exchange
- D. Workforce management
Answer: A
NEW QUESTION 132
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