20:00

PDF|

Guide for Salesforce Certified Service Cloud Consultant

Quiz Salesforce Certified Service Cloud Consultant

Free Test
/ 10

Quiz

1/10
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?
Select the answer
1 correct answer
A.
Limit Customers to 5 Cases per day.
B.
Provide a self-help Customer Community.
C.
Add more support phone lines.
D.
Ask sales reps to respond to support Cases.

Quiz

2/10
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?
Select the answer
1 correct answer
A.
Add the Knowledge related list to the Case record page.
B.
Add the Knowledge tab to the Service Console.
C.
Add Knowledge Data Categories to each Case.
D.
Add the Knowledge Component to the Case record page.

Quiz

3/10
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
Select the answer
1 correct answer
A.
Customize service channel settings to define how the organization receives work from various
B.
Create a Salesforce Case to have Omni-Channel enabled.
C.
Create the necessary objects in Salesforce.
D.
From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Quiz

4/10
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
Select the answer
2 correct answers
A.
Simplify the interactive voice response (IVR) tree.
B.
Set up Email-to-Case. Questions and Answers 2/126
C.
Use Assignment rules and case queues.
D.
Add additional agents to lower average hold time.

Quiz

5/10
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?
Select the answer
1 correct answer
A.
Change the org-wide default for cases and contacts internal access to private.
B.
Update the case assignment rule to add the site member to the predefined case team.
C.
Create a sharing rule to share the contact record with the site member.
D.
Set up a sharing set to grant access based on the site member's contact record.

Quiz

6/10
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers
Select the answer
3 correct answers
A.
Import the records and create a workflow rule to change the data type.
B.
Standardize all rows to match Salesforce data types.
C.
Import the records and use Duplicate Management.
D.
Deduplicate the data before importing into Salesforce,
E.
Install the Data Quality Analysis Dashboards from the AppExchange.

Quiz

7/10
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers
Select the answer
2 correct answers
A.
Article Record Types must be created before the import.
B.
Each Article Record Type must be in a separate CSV.
C.
Article Record Types will be created as part of the import. Questions and Answers 3/126
D.
Multiple Article Record Types can be imported in the same CSV.

Quiz

8/10
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?
Select the answer
1 correct answer
A.
Web-to-Case
B.
Outlook Integration
C.
Email-to-Case
D.
On-Demand Email-to-Case

Quiz

9/10
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?
Select the answer
1 correct answer
A.
Contact Salesforce to send a report on article efficacy.
B.
Send out a monthly survey to customers requesting feedback.
C.
Install Knowledge Base Dashboards and Reports AppExchange package.
D.
Create a group of super users that will evaluate and manage articles.

Quiz

10/10
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
Select the answer
2 correct answers
A.
Knowledge search query with no results.
B.
Knowledge articles with the lowest rating.
C.
Number of knowledge articles in each data category.
D.
Knowledge articles created by call center agents.
Looking for more questions?Buy now

Salesforce Certified Service Cloud Consultant Practice test unlocks all online simulator questions

Thank you for choosing the free version of the Salesforce Certified Service Cloud Consultant practice test! Further deepen your knowledge on Salesforce Simulator; by unlocking the full version of our Salesforce Certified Service Cloud Consultant Simulator you will be able to take tests with over 360 constantly updated questions and easily pass your exam. 98% of people pass the exam in the first attempt after preparing with our 360 questions.

BUY NOW

What to expect from our Salesforce Certified Service Cloud Consultant practice tests and how to prepare for any exam?

The Salesforce Certified Service Cloud Consultant Simulator Practice Tests are part of the Salesforce Database and are the best way to prepare for any Salesforce Certified Service Cloud Consultant exam. The Salesforce Certified Service Cloud Consultant practice tests consist of 360 questions and are written by experts to help you and prepare you to pass the exam on the first attempt. The Salesforce Certified Service Cloud Consultant database includes questions from previous and other exams, which means you will be able to practice simulating past and future questions. Preparation with Salesforce Certified Service Cloud Consultant Simulator will also give you an idea of the time it will take to complete each section of the Salesforce Certified Service Cloud Consultant practice test . It is important to note that the Salesforce Certified Service Cloud Consultant Simulator does not replace the classic Salesforce Certified Service Cloud Consultant study guides; however, the Simulator provides valuable insights into what to expect and how much work needs to be done to prepare for the Salesforce Certified Service Cloud Consultant exam.

BUY NOW

Salesforce Certified Service Cloud Consultant Practice test therefore represents an excellent tool to prepare for the actual exam together with our Salesforce practice test . Our Salesforce Certified Service Cloud Consultant Simulator will help you assess your level of preparation and understand your strengths and weaknesses. Below you can read all the quizzes you will find in our Salesforce Certified Service Cloud Consultant Simulator and how our unique Salesforce Certified Service Cloud Consultant Database made up of real questions:

Info quiz:

  • Quiz name:Salesforce Certified Service Cloud Consultant
  • Total number of questions:360
  • Number of questions for the test:50
  • Pass score:80%

You can prepare for the Salesforce Certified Service Cloud Consultant exams with our mobile app. It is very easy to use and even works offline in case of network failure, with all the functions you need to study and practice with our Salesforce Certified Service Cloud Consultant Simulator.

Use our Mobile App, available for both Android and iOS devices, with our Salesforce Certified Service Cloud Consultant Simulator . You can use it anywhere and always remember that our mobile app is free and available on all stores.

Our Mobile App contains all Salesforce Certified Service Cloud Consultant practice tests which consist of 360 questions and also provide study material to pass the final Salesforce Certified Service Cloud Consultant exam with guaranteed success. Our Salesforce Certified Service Cloud Consultant database contain hundreds of questions and Salesforce Tests related to Salesforce Certified Service Cloud Consultant Exam. This way you can practice anywhere you want, even offline without the internet.

BUY NOW