Service-Cloud-Consultant Free Practice Test

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

1. A. Install an adapter from AppExdiange to work with third-party CTI systems.
2. B. Enable Live Agent in their community to chat with an agent.
3. C. Assign the correct Salesforce users to the Call Center.
4. D. Create a softphone layout and assign to user profiles.
5. E. Assign the Salesforce CTI license to Salesforce users.

Correct Answer: ACD

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

1. A. Configure Process Builder
2. B. Activate a Validation Rule
3. C. Define Case Escalation Rules
4. D. Create a Case Macro

Correct Answer: D

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

service representatives are complaining that their lightning service console is too crowded
Making it difficult to find tab and features required. After reviewing service console all configured features are required.

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

Correct Answer: C

Milestones can be added to which two Object types? Choose 2 answers

1. A. Account
2. B. Work Order
3. C. Last
4. D. service

Correct Answer: BC