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Free Salesforce Service-Cloud-Consultant Sample Questions
Question 1
Universal Containers (UC) has deployed a call center using open CTI. Call center agentsare organized into four groups reflecting UC's four different product lines. Each group'smanager would like a report on their agents" daily call volume, including related case andcontact information.How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
Answer: D
Question 2
The VP of Service at Universal Containers wants to make it easier and faster for supportreps to send knowledge articles to the customer.What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Answer: D
Question 3
Universal Containers has a policy that requires all email traffic to remain within its firewall.Currently, the company has 200 support agents handling email from five different timezones on its legacy system.When implementing Salesforce, what solution should a consultant recommend for thisscenario?
A. Email-to-Case
B. Salesforce for Outlook
C. Web-to-Case
D. On-Demand Email-to-Case
Answer: A
Question 4
Universal Containers wants to monitor customers' social media reactions and opinions.Agents also want to see recent cases that the customer as logged.What feature should a consultant recommend to meet this requirement?
A. Omni-Channel
B. Social Conversation Component
C. AppExchange solution
D. Custom Lightning Component
Answer: B
Question 5
Universal Containers wants Service Console users to be able to view and update productusage data that is stored in an external system.Which two features should a consultant recommend to provide this functionality?Choose 2 answers
A. Salesforce Connect
B. Custom Objects
C. Middle-tier integration
D. External Objects
Answer: A,D
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