SERVICE-CLOUD practice questions 41–50

1. Question 41 · 97 in bank

   Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?

   • AUse Salesforce Flow for notifications and case teams to monitor cases.
   • BUse escalation rules for notifications and case teams to monitor cases.
   • CUse escalation rules for notifications and account teams to monitor cases.
   • DUse Salesforce Flow for notifications and account teams to monitor cases.

   Show answer

   Answer: A

   Explanation

   As escalation rules require to put time criteria (Case Age) for the rule, Salesforce Flow best suits here. There are no any clues for Case age or time in the question.

   Source: Adapted from community discussion — rupesh_011

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2. Question 42 · 97 in bank

   Select 3

   Which three are characteristics of Flow? (Choose three.)

   • AElements can be used to pass data to legacy systems.
   • BElements can be used to update fields in the database.
   • CApex code must be used to pass data to legacy stems.
   • DApex code must be used to update fields in the database.
   • EOnly one version of a flow can be activated at a time.

   Show answer

   Answer: BCE

   Explanation

   Create Records and Update Records elements for changing data in Salesforce. For changing data in external system, you use the Action element but it has to refer to APEX code.

   Source: Adapted from community discussion — CryptoD

   References

   • Salesforce Help

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3. Question 43 · 97 in bank

   Select 2

   Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? (Choose two.)

   • ASimplify the interactive voice response (IVR) tree.
   • BUse Assignment rules and case queues.
   • CSet up Email-to-Case.
   • DAdd additional agents to lower average hold time.

   Show answer

   Answer: AD

   Explanation

   To me you are right, but this tricky question seems correlated to this SF article: https://www.salesforce.com/in/hub/service/measure-call-center-performance/ where ti reads: - "If you have a high call abandonment rate, it could mean you need to simplify your interactive voice response (IVR) tree or reduce your average holding time." >> option A - "If a customer has to hold for too long, they may get frustrated and hang up, which increases your call abandonment rate. If your average hold time is low or nonexistent, however, it could mean you have too many agents working at the same time." >> option D

   Source: Adapted from community discussion — Luca1991

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4. Question 44 · 97 in bank

   Select 2

   In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager? (Choose two.)

   • AOn a record Highlights Panel
   • BOn a utility bar of the Lightning App
   • COn the Calendar right hand panel
   • DOn a record Activity Feed list

   Show answer

   Answer: BD

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5. Question 45 · 97 in bank

   Select 2

   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 features should the consultant recommend as part of the deployment? (Choose two.)

   • AEnable the Moderation feature to automatically create cases from posts.
   • BCreate and assign permission sets to give agents social account access.
   • CAdd two Twitter or Facebook accounts.
   • DRetrieve Social Studio credentials.

   Show answer

   Answer: BC

   References

   • Salesforce Help

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6. Question 46 · 97 in bank

   Select 3

   A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? (Choose three.)

   • AAll open Cases by Priority
   • BAll open Cases by Channel
   • CAll Cases by Customer
   • DCase resolution time
   • EAll Cases closed Month-to-date

   Show answer

   Answer: ABD

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7. Question 47 · 97 in bank

   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?

   • ADefine separate Record Types for Tier 1 and Tier 2
   • BConfigure a Visual Flow Troubleshooting Action
   • CImplement Lightning Guided Engagement
   • DEnable Omni-Channel Case assignment

   Show answer

   Answer: C

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8. Question 48 · 97 in bank

   Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history. Which type of Community license should be used to meet these requirements?

   • AHigh Volume Customer Portal
   • BLightning External Apps Starter
   • CCustomer Community Plus
   • DCustomer Community

   Show answer

   Answer: C

   References

   • Salesforce Help

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9. Question 49 · 97 in bank

   A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?

   • AVerify that users have access to the Chat buttons.
   • BVerify that users are assigned the Chat feature license.
   • CVerify that users have access to the Chat public group.
   • DVerify that users are assigned the Chat user profile.

   Show answer

   Answer: B

   Explanation

   Users should become Chat users for them to access Chat from their console. Chat users are created by assigning the Chat feature licenses to their user records.

   Source: Adapted from community discussion — gekexak257

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10. Question 50 · 97 in bank

    Select 3

    The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? (Choose three.)

    • AEnforce that customers must search the knowledgebase before they can see the Contact Us page.
    • BEnable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
    • CCreate a central "Contact Us" page which provides access to all available channels.
    • DOptimize the Experience Cloud site for mobile devices to have access to the same support as desktops.
    • EReplace the existing "Chat Now" button on the Customer Community with a toll-free phone number.

    Show answer

    Answer: BCD

    Explanation

    With option 'A', it is enforcing the customer to check Knowledge first. This enforcement is not relevant with the mission of the Company as mentioned in the question.

    Source: Adapted from community discussion — rupesh_011

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Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

SERVICE-CLOUD practice, question 41. 97 questions available.