100% Pass Top-selling Service-Cloud-Consultant Exams – New 2022 Salesforce Pratice Exam [Q130-Q146]

NO.130 Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

NO.131 Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

NO.132 Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

NO.133 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

NO.134 SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this
best be achieved?

NO.135 UC has discovered that the average time an agent takes to resolve a case has increased. What should a
consultant recommend to help reverse this trend? Choose 2 answers.

NO.136 What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

NO.137 A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

NO.138 Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

NO.139 UC is in the process of implementing Service Cloud. In which order should the data be migrated?

NO.140 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?

NO.141 A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

NO.142 Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

NO.143 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?

NO.144 Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?

NO.145 Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

NO.146 The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?