Free Salesforce Certified Service Cloud Consultant Exam Service-Cloud-Consultant Exam Practice Test

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In- App and Web (MIAW).Which feature should a consultant recommend?

• Omni-Channel Routing
• Milestones & Entitlements processes
• Case Assignment rules

Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers.Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

• Case assignment rules
• Omni-Channel
• Case team

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
• Generate all of the requirements with UC executives and then develop the project schedule.
• Finish all of the project requirements at once and deliver a complete solution.

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC'ssupport offerings should be adjusted.Which feature should the consultant recommend?

• Build a joined report.
• Build a dashboard.
• Build a custom report type.

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.Following best practices, how should a consultant deploy these permission sets to production?

• Use a change set.
• Re-create them manually.
• Use Salesforce Workbench.

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants touse Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.Which feature should a consultant recommend to address this requirement?

• Reports and Dashboards
• Entitlements and Milestones
• Service Contracts

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?

• Change the HTML format first to support subfields.
• Create an HTML file for each rich text area field.
• Modify the import parameters to specify HTML encoding.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption?

• Reduced administrative overhead
• Reduced need for self-service
• Reduced issue resolution time

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sentby customers from the chat window. What should a consultant recommend?

• Ask the customer to send the PDF via email.
• Use File Preview in the chat.
• Download the PDFs from the chat.

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

• Employee Community
• Partner Experience site
• Customer Experience site