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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?

A. Use the Cases with Milestones report type.

B. Use the Case Lifecycle report type.

C. Use the Case Historical Trending report type.

Answer

B. Use the Case Lifecycle report type.

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Question # 2

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem

A. Grant Authors access to the FAQ article type.

B. Set article Org Wide Default to Public ReadWrite.

C. Add Authors to the FaQ Data Category.

D. Grant Authors access to the FaQ record type

Answer

D. Grant Authors access to the FaQ record type

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Question # 3

Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?

A. Web-to-Case with Einstein Case Classification

B. Web-to-Case with reCAPTCHA enabled

C. On-Demand Email-to-Case Threading

Answer

B. Web-to-Case with reCAPTCHA enabled

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Question # 4

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

A. Set up self-service Knowledge.

B. Set up assignment rules and case queues.

C. Set up escalation rules.

Answer

A. Set up self-service Knowledge.

Explanation: To address a high call abandonment rate using Service Cloud Voice, setting up a self- service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.

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Question # 5

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. What solution should the consultant recommend to meet this request?

A. Create a Customer Experience Cloud site.

B. Implement Recommended Articles.

C. Configure Web-to-Case.

D. Deploy a Partner Central Community.

Answer

A. Create a Customer Experience Cloud site.

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