Service-Cloud-Consultant Free Practice Test

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

1. A. omni Channel
2. B. Contact Request
3. C. Field Service
4. D. Mobile Connect

Correct Answer: C

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

1. A. Select two Twitter or Facebook accounts.
2. B. Create and assign permission sets to give agents social account access.
3. C. Retrieve Social Studio credentials.
4. D. Enable the Moderation feature to automatically create cases from posts.

Correct Answer: AB

Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?

1. A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
2. B. Set up insert Article into Social post and enable the customer community portal.
3. C. Create a Chatter group and invite the customer to join with an external chatter user.
4. D. Create a Visualforce page on the customer community portal.

Correct Answer: B

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

1. A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
2. B. Enable the knowledge sidebar setting in the case support settings.
3. C. Create a visualforce page called knowledge sidebar on the case page layout.
4. D. Enable the knowledge sidebar related list on the case page layout.

Correct Answer: B

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

1. A. Restrict the Manage Articles user permission
2. B. Set up an intuitive Data Category hierarchy
3. C. Enable and configure wildcards for article searches
4. D. Require that an article be added when closing a case

Correct Answer: CD