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Salesforce Service-Cloud-Consultant Exam Sample Questions


Question # 1

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue. Which solution should a consultant recommend?
A. Use Data Loader periodically to assign these cases to a default owner.
B. Create a case validation rule to ensure cases are owned by a user when closed.
C. Create a case assignment rule to ensure cases are owned by a user when closed.


B. Create a case validation rule to ensure cases are owned by a user when closed.
Explanation: To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.




Question # 2

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?
A. Set the organization-wide default to Private and create sharing rules to share with roles.
B. Create a folder for each product line and share them with the specific users.
C. Add a permission set for Read access to the appropriate product line.
D. Assign the quick texts to Data Categories with access to the appropriate profiles.


B. Create a folder for each product line and share them with the specific users.




Question # 3

At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?
A. Milestones
B. Actions
C. Entitlements


C. Entitlements
Explanation:
In Salesforce Service Cloud, Entitlements serve as the mechanism to define and verify customer support eligibility. When a support agent creates a case, they can check the customer's associated entitlements to confirm whether they are eligible for support.
Entitlements outline the types of support a customer is entitled to, based on products purchased or service agreements, ensuring that support is provided in accordance with contractual obligations and service levels.




Question # 4

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.


B. Create reports to analyze data in order to understand peak times and ensure adequate.
Explanation: To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.




Question # 5

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support. Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites


B. Messaging In-app and Web (MIAW)
Explanation: To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.



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