Free Salesforce Service-Cloud-Consultant Exam Questions

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?

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefinedcase teams to add specialists on a case. Specialists need to be able to view casesand add related records to the case.What is the recommended level of case access for the Case Team role?

Universal Containers wants to provide its resellers a secure portal where they can share their customeraccounts, submit and track the status of their cases, and view reports and dashboards.Which solution should a consultant recommend?

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements? 

The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.