Service-Cloud-Consultant Free Practice Test

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

1. A. Enable Omni-Channel Case assignment
2. B. Define separate Record Types for Tier 1 and Tier 2
3. C. Implement Lightning Guided Engagement
4. D. Configure a Visual Flow Troubleshooting Action

Correct Answer: C

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

1. A. On a utility bar of the Lightning App
2. B. On a record Highlights Panel
3. C. On a record Activity Feed list
4. D. On the Calendar right hand panel

Correct Answer: C

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

1. A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
2. B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
3. C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
4. D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Correct Answer: A

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

1. A. Enable Keyboard shortcuts
2. B. Define criteria-based record page components
3. C. Configure Macros
4. D. Create multiple Console layouts

Correct Answer: A

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

1. A. Push Notifications
2. B. Case Feed
3. C. Omni-channel Supervisor
4. D. Next Best Actions

Correct Answer: C