SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlements related list to contact records

B. Add the entitlement contacts related list to account records

C. Add the assets related list to contact records

D. Add the service contract related list to contact records

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.

B. Add the Entitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

Which search mechanism should be used to find case comments from within the lightning service console?

A. Search utility component

B. Comment search component

C. Comments list view

D. Global search

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

Which approach should the Consultant use for data migration?

A. Prepare, Plan, Text, Execute, Validate

B. Prepare, Plan, Validate, Execute, Text

C. Plan, Prepare, Test, Execute, Validate

D. Plan, Prepare, Validate, Execute, Text

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.

What solution should the consultant recommend to meet this request?

A. Create a Customer Experience Cloud site.

B. Implement Recommended Articles.

C. Configure Web-to-Case.

D. Deploy a Partner Central Community.

What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

A. Increase the Call-to-Order ratio

B. Use integrated voice response

C. Bypass entitlement verification

D. Use suggested Knowledge articles

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. On-demand email to case

B. On-demand email to case with sites

C. Email to case with web to case

D. Email to care with Site

A Global company requires public documents to be translated into multiple languages.

Which implementation should the consultant recommend?

A. Lightning Knowledge

B. Classic Knowledge

C. Salesforce Content

D. Salesforce Files

Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call

B. Average Number of days to close cases

C. Number of open cases per day

D. Number of cases escalated

E. Number of new customers added