SERVICE-CLOUD-CONSULTANT Online Practice Questions and Answers

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, milestones, milestone actions, and entitlements

B. Entitlement processes, contracts, contract line Items, and entitlements

C. Entitlement processes, contract line items, milestones, and entitlements

D. Entitlement processes, contracts, milestones, and milestone actions

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

A. Reduce the cost per call

B. Train support agents

C. Align agent performance goals with KPIs

D. Hire additional support agents

Which support channel requires the smallest amount of agent work time?

A. Web to case

B. Email to case

C. Web self service

D. Chat

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.

What is the recommended solution to meet the requirements?

A. Field Service with Integrated Payments

B. Experience Cloud with Customer Account Portal template

C. Einstein Bots with Credit Card Payments

D. Service Cloud Voice with Tele-pay

Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers

A. Remove Apex code references to the Article RecordType field.

B. Configure the Visualforce page to use the Lightning Design System.

C. Rename the Visualforce page to "Lightning Knowledge"

D. Remove Apex code references to the ArticleType field.

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

A. Assign users to a Permission Set granting the Service User license.

B. Assign users to a Permission Set with access to the service console app.

C. Assign users the Service User license on their User record.

D. Assign users to a Public Group with access to the service console app.

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

A. Communities

B. Chatter Questions

C. Public Knowledge

D. Field Service

E. Macros

UC is in the process of implementing Service Cloud. In which order should the data be migrated?

A. Users, accounts, contacts, cases

B. Accounts, contacts, cases, users

C. Users, contacts, accounts, cases

D. Accounts cases, users, contacts

Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Normalize database

B. Perform data cleaning

C. Enable data validation rules

D. Develop data map