SERVICE-CLOUD practice questions 61–70

1. Question 61 · 97 in bank

   Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?

   • AConfigure Case Assignment Rules to use Queues.
   • BConfigure Omni-Channel Routing Model as Least Active.
   • CConfigure Case Assignment Rules to use Users.
   • DConfigure Omni-Channel Routing Model as Most Available.

   Show answer

   Answer: B

   Explanation

   If it's all about spreading the work evenly without regarding the capacity of the Agents I would go with B. https://help.salesforce.com/s/articleView?id=sf.service_presence_routing_options.htm&type=5

   Source: Adapted from community discussion — blauerlufus

   References

   • Salesforce Help

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2. Question 62 · 97 in bank

   The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?

   • AOn-demand email to case
   • BAn email to case inquiry
   • CWeb-to-case question
   • DWhile holding for a support agent

   Show answer

   Answer: B

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3. Question 63 · 97 in bank

   Select 3

   Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? (Choose three.)

   • AIncreased call deflection
   • BReduced support channels
   • CReduced issue resolution time
   • DIncreased call routing accuracy
   • EOptimized use of resources

   Show answer

   Answer: ACE

   Explanation

   Thats incorrect it should be 'Increased Called deflection' as users now can get answers elsewhere ie a service webpage/knowledge base etc so they wont need to call in for support all the time Its ACE

   Source: Adapted from community discussion — sfreesway

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4. Question 64 · 97 in bank

   Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to ‘Run as specified user’. What is the recommended Experience Cloud license to meet the requirements?

   • AService Cloud Portal
   • BCustomer Community Login
   • CPartner Community Login
   • DHigh Volume Customer Portal

   Show answer

   Answer: C

   References

   • Salesforce Help
   • Salesforce Help

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5. Question 65 · 97 in bank

   Select 3

   Milestones can be added to which three Object types? (Choose three.)

   • ACase
   • BService
   • CEntitlement
   • DWork Order
   • EAccount

   Show answer

   Answer: ACD

   References

   • Salesforce Help

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6. Question 66 · 97 in bank

   Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?

   • ACross-Object Formula
   • BApproval Process
   • CLookup Filter
   • DAuto-Add Milestones

   Show answer

   Answer: C

   References

   • Salesforce Help

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7. Question 67 · 97 in bank

   Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement?

   • AArticle Translation
   • BChatter Answers
   • CData Category Visibility
   • DData Category Groups

   Show answer

   Answer: C

   References

   • Salesforce Help
   • Salesforce Help

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8. Question 68 · 97 in bank

   Select 3

   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 three.)

   • AAssign the Salesforce CTI license to Salesforce users.
   • BCreate a softphone layout and assign to user profiles.
   • CInstall an adapter from AppExchange to work with third-party CTI systems.
   • DAssign the correct Salesforce users to the Call Center.
   • EEnable Chat in their Experience Cloud Site to chat with an agent.

   Show answer

   Answer: ABD

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9. Question 69 · 97 in bank

   Select 2

   Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production? (Choose two.)

   • AChange Sets
   • BMass Transfer Records
   • CData Import Wizard
   • DData Loader

   Show answer

   Answer: AB

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10. Question 70 · 97 in bank

    A recent review of customer satisfaction surveys revealed the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

    • AValidation Rules
    • BEinstein Reply Recommendations
    • CService Analytics Predictions
    • DEinstein Next Best Action

    Show answer

    Answer: D

    References

    • Salesforce Help
    • trailhead.salesforce.com documentation

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SERVICE-CLOUD practice, question 61. 97 questions available.