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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

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 time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. Email-to-Case

B. Salesforce for Outlook

C. Web-to-Case

D. On-Demand Email-to-Case

Answer

D. On-Demand Email-to-Case

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Question # 2

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements?

A. Omni-Channel with Capacity-Based Routing

B. Omni-Channel with Queue-Based Routing

C. Omni-Channel with Einstein Case Routing

Answer

A. Omni-Channel with Capacity-Based Routing

Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.

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Question # 3

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

A. Social Persona for Twitter and Facebook.

B. Social Media Marketing message tagging.

C. Social Customer Service for Twitter and Facebook.

D. Einstein Bot social queues.

Answer

C. Social Customer Service for Twitter and Facebook.

Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview

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Question # 4

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 ?what required step should a consultant address before configuring omni channel?

A. Create SF cases to have omni channel enabled

B. create the necessary objects in SF

C. customize service channel settings to define how the org receives work various sources

D. From setup select omnichannel and select enable omni channel

Answer

C. customize service channel settings to define how the org receives work various sources

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Question # 5

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?

A. Most Revised Articles

B. Most Linked Articles

C. Top Articles sorted descending

D. Search Activity Gaps

Answer

D. Search Activity Gaps

Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs.

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