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Salesforce Service-Cloud-Consultant Exam Sample Questions

Question # 1

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement?

A. Create sensitive data rules.

B. Enable Assistance Flag Configuration setting.

C. Create an IP blocking rule.

Answer

C. Create an IP blocking rule.

Explanation: To prevent customers who use abusive language from starting future chat sessions, creating an IP blocking rule is the recommended feature. This allows administrators to block specific IP addresses from accessing the chat service, effectively preventing abusive customers from initiating new sessions and maintaining a positive and safe environment for both customers and service agents.

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Question # 2

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced analysts to create a standard report template.

B. Ask leadership, management, and agents in all regions to vote on the standard report template.

C. Request that the VP of worldwide support design a standard report template to provide a clear vision,

Answer

A. Assign a global team of experienced analysts to create a standard report template.

Explanation: For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

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Question # 3

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

A. Add the Knowledge object to global search objects.

B. Add the Knowledge component on the case Lightning record page.

C. Add the Knowledge related list to the case page layout.

Answer

B. Add the Knowledge component on the case Lightning record page.

Explanation: To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.

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Question # 4

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which Salesforce productivity feature should a consultant use to accomplish this requirement?

A. Macros

B. Quick action

C. Flow

Answer

A. Macros

Explanation: Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.

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Question # 5

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 Case Historical Trending report type.

B. Use the Cases with Milestones report type.

C. Use the Case Lifecycle report type.

Answer

C. Use the Case Lifecycle report type.

Explanation: For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction.

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