Free Salesforce Service-Cloud-Consultant Exam Questions

Question 1

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. Thisresults in a high volume of phone callsand customer dissatisfaction about long hold times.Which functionality should the consultant recommend to address the problem?

A : Embedded Chat window

B : Contact requests

C : Web-to-Case

Answer: A

Question 2

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base forcustomers that will have 2,500 articles. Thecompany wants an easy way for users to find relevant articles based on its product.What is the recommended method to meet the requirement?

A : Topics for objects

B : Data Category groups

C : Screen Flow

Answer: B

Question 3

Universal Containers (UC) has regional contact centers around the world. UC hasimplemented Service Cloud with the organization wide default for Cases set to Private. The UC rolehierarchy is set up by region. Support managers want to see support metrics for their region bydefault. UC needs a scalable solution.Which strategy should a consultant recommend?

A : Create a dashboard using Reporting Snapshots.

B : Create a dashboard for each support manager.

C : Create a Dynamic Dashboard.

Answer: C

Question 4

The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?

A : Install the prebuilt reports from the Service Setup Assistant.

B : Create a custom report type for Case Milestones.

C : Create a Case Lifecycle report.