Salesforce Service Cloud Consultant Exam W18

65 Questions | Total Attempts: 101

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Salesforce Service Cloud Consultant Exam W18


Questions and Answers
  • 1. 
    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. 

      A) An enterprise resource planning system

    • B. 

      B) A knowledge management system

    • C. 

      C) A third-party mobile application platform

    • D. 

      D) A workforce management system.

  • 2. 
    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. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 3. 
    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. 

      A) Create a custom related list on the case.

    • B. 

      B) Create a custom report.

    • C. 

      C) Create a custom visualforce page.

    • D. 

      D) Create a custom view on the case tab.

  • 4. 
    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. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 5. 
    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. 

      A) Private branch exchange

    • B. 

      B) Workforce management

    • C. 

      C) Interactive voice response

    • D. 

      D) Skills-based routing

  • 6. 
    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. A Twitter Macro

    • B. 

      B. The Case Feed

    • C. 

      C. A Custom Component

    • D. 

      D. The Social Feed

  • 7. 
    A company sells two products, each with its own maintenance schedule. Which feature should a Consultant recommend implementing to meet this requirement?
    • A. 

      A. An AppExchange solution

    • B. 

      B. Lightning Service Console

    • C. 

      C. Field Service Lightning

    • D. 

      D. Customer Community

  • 8. 
    What statement is true about the Salesforce Knowledge article lifecycle?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 9. 
    Which configuration item must be created when implementing Lightning Knowledge?
    • A. 

      A. Article Types

    • B. 

      B. Attachment Types

    • C. 

      C. Record Types

    • D. 

      D. File Types

  • 10. 
    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. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 11. 
    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. 

      A. Bulk Data Transfer API.

    • B. 

      B. Cloud-to-Cloud Integration Toolkit.

    • C. 

      C. Data Integration via SOAP API.

    • D. 

      D. Java Language Specific Toolkit.

  • 12. 
    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. 

      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. 

      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. 

      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. 

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

  • 13. 
    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. 

      A. Configure Macros

    • B. 

      B. Console Keyboard Shortcuts

    • C. 

      C. Collapsible Sidebar Components

    • D. 

      D. Multiple Monitors Components

  • 14. 
    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. 

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

    • B. 

      B. Insert a reference Thread ID in the email subject template.

    • C. 

      C. Use Omni-Channel to automatically route inbound email.

    • D. 

      D. Assign a user to manually manage incoming email.

  • 15. 
    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. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 16. 
    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. 

      A. Create a report using the Case Age report type.

    • B. 

      B. Create a report using the Case Lifecycle report type.

    • C. 

      C. Create a report using the Case Snapshot report type.

    • D. 

      D. Create a report using the Case Historical Trending report type.

  • 17. 
    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. 

      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. 

      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. 

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

    • D. 

      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.

  • 18. 
    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. 

      A. Customer Satisfaction.

    • B. 

      B. Net Promoter Score.

    • C. 

      C. Service-Level Measure.

    • D. 

      D. Customer Engagement Score.

  • 19. 
    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. 

      A. Enable Omni Channel by clicking Settings in Setup.

    • B. 

      B. Assign Users to the Omni Channel Feature License.

    • C. 

      C. Contact Salesforce to have Omni Channel enabled.

    • D. 

      D. Assign Users to Omni Channel permissions.

  • 20. 
    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. 

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

    • B. 

      B. Upload the images into Salesforce prior to importing the articles.

    • C. 

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

    • D. 

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

  • 21. 
    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. 

      A. Force.com IDE

    • B. 

      B. Kanban

    • C. 

      C. Agile

    • D. 

      D. Waterfall

  • 22. 
    A global company requires public documents to be translated into multiple languages. Which implementation should the Consultant recommend?
    • A. 

      A. Lightning Knowledge

    • B. 

      B. Salesforce Content

    • C. 

      C. Salesforce Files

    • D. 

      D. Classic Knowledge

  • 23. 
    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. 

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

    • B. 

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

    • C. 

      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. 

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

  • 24. 
    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. 

      A. Scheduled batch Apex processing job

    • B. 

      B. Visualforce page APEX SOAP async callout

    • C. 

      C. Workflow-driven outbound messaging 

    • D. 

      D. RESTful services with GET,POST, or PUT

  • 25. 
    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. 

      A. Standard Email-to-Case

    • B. 

      B. Web-to-Case forms

    • C. 

      C. Omni-Channel routing

    • D. 

      D. On-Demand Email-to-Case