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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?

A. Utilize Apex with integrated External Objects.

B. Utilize an AppExchange integration package.

C. Utilize MuleSoft to integrate the systems.

Answer

C. Utilize MuleSoft to integrate the systems.

Explanation: MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates real-time data exchange and process automation across disparate systems.

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Question # 2

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?

A. Click Publish after the Approval Process.

B. Set the status to Published fram the Knowledge approval page.

C. Set the final approval action to 'Lock the record for editing’.

Answer

A. Click Publish after the Approval Process.

Explanation: For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.

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Question # 3

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?

A. Configure and activate Duplicate Management.

B. Grant "View All Data" and instruct them to search.

C. Implement Apex triggers for Contact.

Answer

A. Configure and activate Duplicate Management.

Explanation: To prevent duplicate customer contact information, the recommended approach is to configure and activate Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach ensures data quality without requiring excessive manual intervention or extensive access rights like "View All Data."

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Question # 4

Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?

A. Migrate child cases first.

B. Migrate parent cases first

C. {0} Migrate parent and child cases together.

Answer

C. {0} Migrate parent and child cases together.

Explanation: To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.

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Question # 5

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem. Following best practices, which solution should a consultant recommend?

A. Email-to-Case

B. AppExchange package

C. Web-to-Case

Answer

A. Email-to-Case

Explanation: For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

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