Latest Verified & Correct Salesforce Service-Cloud-Consultant Questions & Answers Daily Updated [Q23-Q44]

QUESTION 23
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

QUESTION 24
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

QUESTION 25
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

QUESTION 26
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

QUESTION 27
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

QUESTION 28
A support agent has a detailed question about product functionality. The agent needs to access a real-time
response from internal subject matter experts. Which feature will help the support agent send this question to
the right group of people?

QUESTION 29
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

QUESTION 30
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?

QUESTION 31
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers:

QUESTION 32
Which two configuration steps are required before quick actions can be used in Macros?

QUESTION 33
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

QUESTION 34
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

QUESTION 35
Universal Containers (UC) hired agents in an expansion of the contact center.
Getting agents up to speed and fully productive is a priority.
UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

QUESTION 36
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

QUESTION 37
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK’s industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

QUESTION 38
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

QUESTION 39
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

QUESTION 40
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

QUESTION 41
Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

QUESTION 42
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

QUESTION 43
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)?

QUESTION 44
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
“We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers