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Salesforce Certified Service cloud consultant Sample Questions (Q90-Q95):
NEW QUESTION # 90
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Create a Customer Community
- C. Utilize KCS to manage Knowledge
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: A,C,D
NEW QUESTION # 91
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar related list on the case page layout.
Answer: C
Explanation:
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_sidebar_enable.htm&type=5
NEW QUESTION # 92
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Publisher Actions
- B. Omni-Channel
- C. Chatter
- D. Quick Text
- E. Macros
Answer: A,D,E
Explanation:
Explanation
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified References: Sales Cloud Productivity Best Practices
NEW QUESTION # 93
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents provide Customers with Community registration instructions when working a case.
- B. Identify active Customers and send them registration instructions via email.
- C. Send email notifications to all Customers to join the Community.
- D. Have agents manually create Users when Community access is requested by Customers.
Answer: A,B
NEW QUESTION # 94
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app m developer org and use an unmanaged package to deploy to production.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: A
NEW QUESTION # 95
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