Exit demo SERVICE-CLOUD-CONSULTANT Salesforce Certified Service Cloud Consultant (Service-Con-201 | CRT-261) PDF format · free preview

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Multiple choice 172

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SalesForce SERVICE-CLOUD-CONSULTANT - Questions & Answers

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Question 1

Single choice

Universal containers uses social media to monitor new trends and issues that require a response by their community team.

What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Question 2

Single choice

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Field Service Lightning

Lightning Console

Salesforce Mobile App

Employee Community

Question 3

Multiple choice

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

Question 4

Single choice

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement.

Which feature should the Consultant consider?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

Question 5

Single choice

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.
The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time.

Set up IVR with an automated response for customers affected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Question 6

Single choice

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?

Create a custom related list on the case.

Create a custom view on the Case tab.

Create a custom Visualforce page.

Create a custom report.

Question 7

Single choice

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

Question 8

Multiple choice

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.

Which three best practices should a consultant recommend? Choose 3 answers

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

Question 9

Multiple choice

Universal Containers wants to measure the efficiency of its contact center.

Which three metrics should the contact center manager analyze? Choose 3 answers

Number of open cases per day

Number of new customers added

Number of closed cases on first call

Average number of days to close cases

Number of cases escalated

Question 10

Single choice

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Entitlements and milestones

Case escalation

Case assignment

Salesforce console

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