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

Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).Additional requirements are listed below:Support attachments up to 25 MB per inquiryUnder 2,500 inquiries per dayWhich configuration solution should a consultant recommend to meet these requirements?

• On-Demand Email-to-Case
• Heroku Connect
• Email-to-Case

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.Agents currently jump between applications to search for these details and have asked if this process can be improved.Which approach should the consultant recommend to streamline the process?

• Create a batch integration process that runs hourly to pull all order updates into Salesforce
• Create a dynamic action that launches the ERP system with a deep link to the order locator.
• Use Salesforce Connect and External Objects to represent this information in Salesforce.

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

• Data Import Wizard
• Data Loader
• Mass Transfer Records

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, andService Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.What should a consultant recommend to meet the requirements?

• Add the Account object to Recent Items utility.
• Include the History utility in the console app.
• Mention the case number in a Chatter group.

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

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.Which solution should the consultant recommend?

• Create a new Case record type.
• Enable Feed Tracking.
• Install an AppExchange app.

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.What should the consultant do before creating an implementation plan?

• Review Service Setup Assistant for Web-to-Case.
• Review guidelines and limits for Web-to-Case.
• Review Einstein Conversation Mining for Web-to-Case.

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

• Configure, develop, and test the application in a sandbox environment.
• Develop training materials after configuring the application to prepare for user adoption.
• Migrate data to the sandbox environment and verify successful migration.

How should a consultant configure a report that shows the average number of days that Cases stay open?

• Create a formula field on Case to calculate the average age.
• Create a report snapshot of the number of open Cases each day.
• Use the standard Case age field on the resort.

What is a common deflection technique to reduce the number of interactions for a contact center?

• Suggest articles for an Email-to-Case question.
• Recommend articles prior to a Chat session.
• Recommend articles during a call from a support agent.