Certified Salesforce Service Cloud Consultant Mock Exam

65 Questions | Total Attempts: 3799

SettingsSettingsSettings
Please wait...
Certified Salesforce Service Cloud Consultant Mock Exam

.


Questions and Answers
  • 1. 
    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 two common places to embed these call controls?
    • A. 

      On a new tab in the agent's browser

    • B. 

      On the Highlights Panel of a Primary tab

    • C. 

      On the left sidebar of Salesforce Classic

    • D. 

      On the footer of the Lightning Console

  • 2. 
    What statement is true about the Salesforce Knowledge article lifecycle?
    • A. 

      Approval processes CANNOT allow publishing of articles that have specific validation statuses.

    • B. 

      Knowledge uses public groups as a way to assign users to specific tasks related to articles.

    • C. 

      Articles CANNOT be published until they are reviewed and validated by a qualified author.

    • D. 

      Article permission sets allow agents to participate in the article publishing process.

  • 3. 
    Universal containers want to measure the efficiency of their contact center. Which metric should the contact center manager analyze? 
    • A. 

      Number of closed cases with articles attached

    • B. 

      Number of open cases per day

    • C. 

      Number of new customers added

    • D. 

      Average number of days to close cases

    • E. 

      Number of cases escalated

  • 4. 
    • A. 

      Optimized use of resources

    • B. 

      Increased call deflection

    • C. 

      Increased call routing accuracy

    • D. 

      Reduced support channels

    • E. 

      Reduced issue resolution time

  • 5. 
    Universal Containers allows Agents to work remotely using a company-provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
    • A. 

       Ensure each laptop has a modern browser installed.

    • B. 

      Add additional components to the Lightning console.

    • C. 

      Allow the user to log into Live Agent from multiple browsers.

    • D. 

      Coach users on minimizing open console tabs

  • 6. 
    Business users have requested that the Salesforce Administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?
    • A. 

      Recommend opening the case list view in a separate browser tab and use the window alongside the case view.

    • B. 

      Build a custom Visualforce page with the list view and assign it to the console sidebar.

    • C. 

      Enable the list to be pinned in the console.This allows users to view the list alongside the case view in the console.

    • D. 

      Configure the Case list under custom console components so users can view the list view along with the case view.

  • 7. 
    A customer is planning a service cloud implementation. the customer's current database has the following number of records: a) 10 million cases b) 1 million accounts c) 3 million contacts When planning to migrate this data into Salesforce, what implications should be considered?
    • A. 

       Results may be slow when searching for records.

    • B. 

      Related lists on the case object may be slow to populate.

    • C. 

      The Salesforce org may be slow during the data migration.

    • D. 

      Salesforce reporting speed may be affected.

  • 8. 
    Universal Containers wants to deploy Live Agent as a new support channel and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend?
    • A. 

      Activate quick text

    • B. 

      Configure LiveMessage

    • C. 

      Create quick actions

    • D. 

      Deploy Pre-Chat For

  • 9. 
    Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer shoudl be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
    • A. 

      Email Alert

    • B. 

      Email Template

    • C. 

      Email Relay

    • D. 

      Assignment Rule

    • E. 

      Workflow Rule

  • 10. 
    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? Choose 3 answers
    • A. 

       Implement Macros

    • B. 

      Enable the Support Setting for default email templates

    • C. 

      Implement Email-To-Case

    • D. 

      Enable the Support Process for default email templates

    • E. 

      Implement Quick Text

  • 11. 
    Universal containers' customer service technicians need to access the following information while at a customer site to complete the service call: a) Customer order history b) Level of contracted support c) List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
    • A. 

      An enterprise resource planning system

    • B. 

      A knowledge management system

    • C. 

      A third-party mobile application platform

    • D. 

      A workforce management system.

  • 12. 
    Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this. Which solution should a Consultant recommend?
    • A. 

      Scheduled batch Apex processing job

    • B. 

      Visualforce page APEX SOAP async callout

    • C. 

      Workflow-driven outbound messaging

    • D. 

      RESTful services with GET,POST, or PUT

  • 13. 
    Universal Containers would like to implement a solution to hold service reps accountable to customer Service Level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
    • A. 

       Enable Work Orders

    • B. 

      Set up Milestones

    • C. 

      Configure Service Contracts

    • D. 

      Create an Entitlement Process

  • 14. 
    The Service Manager at Universal Containers manages three teams. Each team provides support for a specific product. Agents have concerns about seeing search results for other products when searching the Knowledge Base. The Service Manager originally provided the teams with full access to all articles. Which solution will ensure each team sees only the relevant article type for their product?
    • A. 

      Create a permission set for each record type and assign them to each team based on their product specialization.

    • B. 

       Create a page layout for each article type and assign them to each team based on their product specialization.

    • C. 

      Create a data category for each product and assign them to each team based on their product specialization.

    • D. 

      Create an article action for each record type and assign them to each team based on their product specialization

  • 15. 
    Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
    • A. 

      Enable Live Agent in their community to chat with an agent

    • B. 

      Assign the correct Salesforce users to the Call Center

    • C. 

      Assign the Salesforce CTI license to Salesforce users

    • D. 

      Install an adapter from AppExchange to work with third-party CTI systems

    • E. 

      Create a softphone layout and assign to user profiles.

  • 16. 
    Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel?
    • A. 

      Enable Omni Channel by clicking Settings in Setup.

    • B. 

      Assign Users to the Omni Channel Feature License.

    • C. 

      Contact Salesforce to have Omni Channel enabled.

    • D. 

      Assign Users to Omni Channel permissions.

  • 17. 
    Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
    • A. 

      Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

    • B. 

      Assign a global team of experienced agents and leaders to create a common design template and report structure

    • C. 

      Recommend that the VP of worldwide Support design a global template to provide a clear vision and standardization.

    • D. 

      Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

  • 18. 
    Universal Containers is implementing a call center using CTI (computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers
    • A. 

      Assign users to a Call Center.

    • B. 

      Configure Call Center definition.

    • C. 

      Configure IVR auto response.

    • D. 

      Deploy Call Center Directory.

    • E. 

      Install CTI Adapter using open CTI.

  • 19. 
    Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers
    • A. 

      Data Category to assign an Article Type to a Reviewer.

    • B. 

      Approval Process that assigns an Article to a Reviewer Queue.

    • C. 

      Validation Rules for Article Types to verify all fields during creation

    • D. 

      Knowledge Action to Publish an Article once the Article is approved.

  • 20. 
    A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter. What should the Consultant recommend implementing in the Lightning Service Console?
    • A. 

       A Twitter Macro

    • B. 

      The Case Feed

    • C. 

      A Custom Component

    • D. 

      The Social Feed

  • 21. 
    Which three processes are a use case for visual workflow? Choose 3 answers.
    • A. 

      Cross-sell promotions for representatives.

    • B. 

      Fields validation during case creation.

    • C. 

      Caller verification and creation of a new case.

    • D. 

      Decision- based troubleshooting for representatives

    • E. 

      Assignment of email to a case queue based on subject.

  • 22. 
    Universal Containers is looking to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
    • A. 

      Chatter Questions

    • B. 

      Macros

    • C. 

      Field Service

    • D. 

      Public Knowledge

    • E. 

      Communities

  • 23. 
    Universal containers is implementing Salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
    • A. 

      Create FAQ article type & enable submit articles feature on case close page layout

    • B. 

      Create FAQ article type & config suggested articles option in support settings

    • C. 

      Enable ideas for contact center agents & have them submit FAQ articles at the ti

    • D. 

      Define a data category called FAQ & assign category visibility to users in the c

  • 24. 
    Universal Containers has Tech 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 a permission with access to the service console app.

    • B. 

      Assign users to a public group with access to the service console app.

    • C. 

      Assign users a sharing rule with access to the service console app.

    • D. 

      Assign users a profile with access to the service console app

  • 25. 
    An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
    • A. 

      Number of leads created

    • B. 

      Opportunities per channel

    • C. 

      Cost per call

    • D. 

      Average queue time per agent

    • E. 

      Number of sales queues

  • 26. 
    Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge?
    • A. 

      Ensure that each image does NOT exceed the maximum of 25 MB.

    • B. 

      Upload the images into Salesforce prior to importing the articles

    • C. 

      Include images in an .html file using the image tag and src attribute.

    • D. 

      Convert all images to .jpeg, as this is the only supported file type.

  • 27. 
    Which configuration item must be created when implementing Lightning Knowledge?
    • A. 

      Article Types

    • B. 

      Attachment Types

    • C. 

      Record Types

    • D. 

      File Types

  • 28. 
    Universal Containers' Contact Center wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers
    • A. 

      Automatic Call Distribution

    • B. 

      Service Cloud Console

    • C. 

      Customer Community

    • D. 

      Knowledge Base

  • 29. 
    Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
    • A. 

       Service Console Profile Assignments

    • B. 

      Service Console Knowledge Components

    • C. 

      Data Categories and Article Actions

    • D. 

      Data Categories and Article Types

  • 30. 
    Universal Containers' contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2
    • A. 

      Web-to-Case

    • B. 

      Live Agent

    • C. 

      Chatter Questions

    • D. 

      Community

  • 31. 
    Universal Containers would like to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Pick 3
    • A. 

      Macros

    • B. 

      Chatter

    • C. 

      Quick Text

    • D. 

      Omni-Channel

    • E. 

       Publisher Actions

  • 32. 
    Universal Containers has recently set up an email-to-case channel for customers to submit cases. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?
    • A. 

      Convert to an On-Demand Email-to-Case setup.

    • B. 

      Insert a reference Thread ID in the email subject template.

    • C. 

      Use Omni-Channel to automatically route inbound email

    • D. 

      Assign a user to manually manage incoming email

  • 33. 
    Universal Containers is looking to provide a more consistent service experience to their customers and is evaluating the Service Cloud macro feature. Which three features must be configured before Universal Containers can deploy macros? Pick 3
    • A. 

      Object-Specific Quick Actions

    • B. 

      Feed-based page layouts

    • C. 

      Service Cloud Snap-Ins

    • D. 

      Service Cloud Console

    • E. 

      Lightning Components

  • 34. 
    A global company requires public documents to be translated into multiple languages. Which implementation should the Consultant recommend?
    • A. 

      Lightning Knowledge

    • B. 

      Salesforce Content

    • C. 

      Salesforce Files

    • D. 

      Classic Knowledge

  • 35. 
    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. 

      Private branch exchange

    • B. 

      Workforce management

    • C. 

      Interactive voice response

    • D. 

      Skills-based routing

  • 36. 
    When Support Agents are working on a case, the Support Manager at Universal Containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement this functionality with configuration?
    • A. 

      Add these fields to the page layout and add the components to the highlights panel.

    • B. 

      Remove these fields from the page layout and add the components to the highlights panel.

    • C. 

      Remove these fields from the page layout and add the fields to the highlights panel.

    • D. 

      Add the fields to the page layout and add the fields to the highlights panel.

  • 37. 
    What method can be used to route cases from social channels?
    • A. 

      Enable Social Network Profile and add workflow rules to the contact object.

    • B. 

      Enable Social Network Profile and add assignment rules to the case object.

    • C. 

      Enable Social Customer Service and add assignment rules to the case object.

    • D. 

      Use Twitter-to-case and add workflow rules to the case object.

  • 38. 
    The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat. Which solution should be implemented to support this?
    • A. 

      Visual Workflow

    • B. 

      Case Assignment Rules

    • C. 

      Case Auto-Response Rules

    • D. 

      Omni-Channel

  • 39. 
    Universal Containers' customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captured on a case with the 'Errata' record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement?
    • A. 

      Create an Apex trigger that sends an email message to th+B44e case contact when a case with th Errata record type is created.

    • B. 

      Create an auto-response rule that sends an email message to the case contact when a case with the "rrata record type is created.

    • C. 

      Create an assignment rule that sends an email to the case contact when a case with Errata record type is created.

    • D. 

      Create a workflow rule and email alert action that sends an email to the case contact when a case with th "Errata record type is created.

  • 40. 
    Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
    • A. 

      Set up a Salesforce Customer Community that will allow customers to create cases online.

    • B. 

      Create case escalation rules to route high-priority cases directly to supervisors for resolution.

    • C. 

      Create reports to analyze call data in order to understand peak times and ensure adequate staffing

    • D. 

      Set up analytical snapshots to capture key case information and create historical trending reports.

  • 41. 
    A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happen? Choose 2 answers
    • A. 

      The Customer doesn't know they were transferred.

    • B. 

       The Chat Transcript and Case are transferred.

    • C. 

      The Customer is shown the new Rep's Name.

    • D. 

      Both Service Reps can chat with the Customer.

  • 42. 
    Customer support agents want the ability to view customer-related information along with case information on all cases except product-related cases. For product-related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy this requirement?
    • A. 

      Configure both customer information and product-related information under console components in the case page layout. Hide the product-related information if the cases are NOT product related.

    • B. 

      Create separate record types and page layouts for product-related and other cases and configure console components to show customer-or product-related information. Assign record type based on case type.

    • C. 

      Configure two consoles for agent: one for product-related cases and one for other cases. Allow agents to choose the console based on case type.

    • D. 

      Train users to scroll through the case page layout to look for product-related information or customer-related information based on case type.

  • 43. 
    A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
    • A. 

      Number of content packs attached to cases.

    • B. 

      Number of successful keyword searched.

    • C. 

      Number of Chatter files attached to cases

    • D. 

      Number of articles associated to cases

    • E. 

      Number of published article views

  • 44. 
    Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers
    • A. 

      Omni-Channel

    • B. 

      Record Types

    • C. 

      Support Processes

    • D. 

      Article Types

    • E. 

      Page Layouts

  • 45. 
    What is a benefit of deploying knowledge in a high-volume service cloud portal? Choose 2
    • A. 

      Reduce incoming call volume.

    • B. 

      Uncovers gaps in the knowledge base.

    • C. 

      Eliminates tracking of customer entitlements

    • D. 

      Replaces the need for an email channel.

  • 46. 
    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. 

      Create a Report of all active Entitlements grouped by Customers

    • B. 

      Add the Entitlements related list to the Account Page Layout

    • C. 

      Configure Success, Warning and Violation Actions for Milestones.

    • D. 

       Configure Assignment Rules based on Case Priority.

  • 47. 
    The support manager at Universal Containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a Consultant recommend?
    • A. 

      Create a report using the Case Age report type

    • B. 

      Create a report using the Case Lifecycle report type.

    • C. 

      Create a report using the Case Snapshot report type.

    • D. 

      Create a report using the Case Historical Trending report type.

  • 48. 
    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. 

      Use a Developer Pro sandbox for the DR exercise.

    • B. 

      Use a Full copy sandbox for the DR exercise.

    • C. 

      Use a Partial sandbox for the DR exercise.

    • D. 

      Allow the exercise to be done in a Production instance.

  • 49. 
    Universal containers requires that users have the ability to view specific cases, as determined by the product type field on the case . An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? Choose 2 answers.
    • A. 

      Case teams

    • B. 

      Workflow rules

    • C. 

      Auto-response rules

    • D. 

      Escalation rules

  • 50. 
    Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores. Which two customer-related metrics should the customer support management analyze? Choose 2 answers
    • A. 

      New cases opened by account channel.

    • B. 

      Escalated cases by account month-to-date.

    • C. 

      High-priority cases opened by account month-to-date.

    • D. 

      Time spent by account year-to-date.

  • 51. 
    Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
    • A. 

      Create a custom related list on the case.

    • B. 

      Create a custom report.

    • C. 

      Create a custom visualforce page.

    • D. 

      Create a custom view on the case tab.

  • 52. 
    Universal containers wants to implement knowledge to assist agents with the resolution of cases. What should a consultant recommend to meet this requirement? Choose 3 answers.
    • A. 

      Enable article submission during case close.

    • B. 

       Enable agents to create their own personal articles.

    • C. 

       Enable suggested articles on new cases.

    • D. 

      Enable article customization for open cases.

    • E. 

      Create an email template to send articles as pdf attachments.

  • 53. 
    Universal Containers wants to provide its customers with more support options. Which three should a Consultant recommend? Choose 3 answers
    • A. 

      Utilize KCS to manage Knowledge.

    • B. 

      Add Live Agent to public-facing sites.

    • C. 

      Create a Customer Community.

    • D. 

      Implement SOS for mobile experience.

    • E. 

      Configure Chatter for public access.

  • 54. 
    Universal Containers has created a new partner on-boarding process that requires an agent to create ten open activities that correlate to a step of the on-boarding experience. Creating activities is labor-intensive and can take up to 20 minutes each to complete. What is the most cost-effective solution to create these activities.
    • A. 

      Assign a single agent to create the activities on an all new onboarding cases.

    • B. 

      Provide a macro that will automatically create the activities when executed.

    • C. 

      Add an object-specific custom quick action to create new activities.

    • D. 

       Hire a certified developer to write an apex trigger that creates each new activity.

  • 55. 
    "To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
    • A. 

      Assign managers to public groups & specific article actions to each group

    • B. 

      Assign managers to publication teams & specific article actions to each team

    • C. 

      Assign managers to public groups & specific publication states to each group

    • D. 

      Assign managers to publication teams & specific publication states to each team

  • 56. 
    A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which measure can satisfy this requirement.
    • A. 

      Customer Satisfaction.

    • B. 

      Net Promoter Score.

    • C. 

      Service-Level Measure.

    • D. 

       Customer Engagement Score.

  • 57. 
    Universal Containers has scheduled a major upgrade to their Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers.
    • A. 

      Send routine status updates to customers via Chatter during the upgrade.

    • B. 

      Notify customers once the upgrade is completed and full services are restored.

    • C. 

       Replace the default outage page with a custom page containing upgrade information.

    • D. 

      Communicate information about the upgrade to customers in advance.

    • E. 

      Publish ongoing updates to the community knowledge base with details about the upgrade.

  • 58. 
    The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?
    • A. 

      Configure Macros

    • B. 

      Console Keyboard Shortcuts

    • C. 

      Collapsible Sidebar Components

    • D. 

      Multiple Monitors Components

  • 59. 
    Support agents need to verify that customers are eligible to receive support before they can update the case. What object is used to verify that a customer is entitled to receive support? Choose 2 answers.
    • A. 

      Case history

    • B. 

      Products

    • C. 

      Service contracts

    • D. 

      Contacts

  • 60. 
    A company sells two products, each with its own maintenance schedule. Which feature should a Consultant recommend implementing to meet this requirement?
    • A. 

      An AppExchange solution

    • B. 

       Lightning Service Console

    • C. 

      Field Service Lightning

    • D. 

      Customer Community

  • 61. 
    When adding a report chart to a Console Component , which three of the following should a Consultant consider? Choose 3 answers
    • A. 

      The report is shared with a Chatter Group

    • B. 

      The report is a Summary or Matrix report.

    • C. 

      The report chart is added to the Page Layout

    • D. 

      The report has a standard Report Type.

    • E. 

      The report contains a chart.

  • 62. 
    Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?
    • A. 

      Standard Email-to-Case

    • B. 

      Web-to-Case forms

    • C. 

       Omni-Channel routing

    • D. 

      On-Demand Email-to-Case

  • 63. 
    Universal containers has determined that case list views are slow to load because of the large number of cases in the system. Which action 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.

  • 64. 
    Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a Consultant recommend for importing this data into Universal Containers' Service Cloud instance?
    • A. 

      Bulk Data Transfer API.

    • B. 

      Cloud-to-Cloud Integration Toolkit.

    • C. 

      Data Integration via SOAP API.

    • D. 

       Java Language Specific Toolkit.

  • 65. 
    Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend given the requirements?
    • A. 

      Force.com IDE

    • B. 

      Kanban

    • C. 

      Agile

    • D. 

      Waterfall