Free Salesforce Service-Cloud-Consultant Practice Test & Real Exam Questions
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
Correct Answer: C
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Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?
Which solution should a consultant recommend for integration?
Correct Answer: C
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Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
What should a consultant recommend to automate the Approval Process?
Correct Answer: B
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A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.
CK has multiple departments with disconnected processes and limited documentation. The consultant is preparing for the project kickoff and wants to ensure the engagement begins successfully.
What should the consultant do first to ensure the success of the engagement?
CK has multiple departments with disconnected processes and limited documentation. The consultant is preparing for the project kickoff and wants to ensure the engagement begins successfully.
What should the consultant do first to ensure the success of the engagement?
Correct Answer: A
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Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization?
Correct Answer: C
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Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
What should a consultant recommend to meet this requirement?
Correct Answer: A
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Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
What should a consultant recommend?
Correct Answer: C
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Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Which feature should a consultant recommend to meet this requirement?
Correct Answer: A
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Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
What is a cost-effective method for agents to create these activities?
Correct Answer: A
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