Service-Cloud-Consultant Practice Online

Question 1

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 2

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers

A : Simplify the interactive voice response (IVR) tree.

B : Set up Email-to-Case.

C : Use Assignment rules and case queues.

D : Add additional agents to lower average hold time.

Answer: A,B

Question 3

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

A : Define Case Auto-Response Rules.

B : Establish Case Assignment Rules.

C : Create a Process Builder with Scheduled Actions.

D : Configure Case Escalation Rules.

Answer: A

Question 4

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

A : Enable Work Orders.

B : Create an Entitlement Process.

C : Set up Milestones.

D : Configure Service Contracts.

Answer: B,C

Question 5

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A : CTI Adapter configuration

B : Lightning Console enablement

C : Call Center Definition File creation

D : Service Console case creation configuration

Answer: A,C

Name:	Salesforce Certified Service cloud consultant (WI24)
Exam Code:	Service-Cloud-Consultant
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 23, 2024

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