Certified Service Cloud Consultant
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Question 1
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A: On-Demand Email-to-Case
- B: An AppExchange package
- C: Web-to-Case
- D: Email-to-Case
Question 2
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A: Add the Knowledge related list to the Case record page.
- B: Add the Knowledge tab to the Service Console.
- C: Add the Knowledge Component to the Case record page.
- D: Add Knowledge Data Categories to each Case.
Question 3
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? (Choose three.)
- A: Article numbers change during migration.
- B: Visualforce pages refer to Classical article types.
- C: Each article must be associated to a record type.
- D: Attachments and .html files in Classic Knowledge are moved to the Files object.
- E: Approval process history migrate to Lightning Knowledge.
Question 4
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
- A: Add Authors to the FAQ Data Category.
- B: Set Articles Org Wide Default to Public ReadWrite.
- C: Grant Authors access to the FAQ record type.
- D: Grant Authors access to the FAQ article type.
Question 5
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?
- A: Activate a Validation Rule
- B: Define Case Escalation Rules
- C: Create a Case Macro
- D: Configure Process builder
Question 6
Cloud Kicks (CK) has a service performance dashboard to manage its entire support organization. Now, CK would like to understand performance from different perspectives, such as by product line or case close date quarter.
What is the recommended solution to meet the requirements?
- A: Ensure View All Data is not assigned to users.
- B: Use a Dynamic Dashboard based on running user.
- C: Configure a dashboard refresh schedule.
- D: Add multiple Dashboard Filters.
Question 7
Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process? (Choose two.)
- A: Outbound Sales Dialer
- B: Quick Action
- C: History Utility
- D: Macros
Question 8
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Cloud features that work together to improve the process? (Choose two.)
- A: Global Quick Action
- B: Email Templates
- C: Macros
- D: Quick Text
Question 9
Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution.
What is the recommended report change to meet the requirements?
- A: Filter on Status equals Closed Resolved
- B: Filter where Date/Time Opened equals Created Date
- C: Filter where Closed Date equals Created Date
- D: Filter on Closed When Created equals true
Question 10
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A: Visual Workflow, data loader, and Force.com IDE
- B: Data loader, change sets, and Force.com Excel Connector
- C: Mass Transfer Records, change sets, and Visual Studio Code
- D: Visual Studio Code and change sets
Question 11
Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
- A: Set the organization-wide default to Private and create sharing rules to share with roles.
- B: Add a permission set for Read access to the appropriate product line.
- C: Assign the quick texts to Data Categories with access to the appropriate profiles.
- D: Create a folder for each product line and share them with the specific users.
Question 12
Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.)
- A: Knowledge Action to Publish an Article once the Article is approved.
- B: Data Category to assign an article record type to a Reviewer.
- C: Approval Process that assigns an Article to a Reviewer Queue.
- D: Validation Rules for article record types to verify all fields during creation.
Question 13
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Role?
- A: Private
- B: Visible in Portal
- C: Read Only
- D: Read/Write
Question 14
Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A: Add History to the Utility bar.
- B: Define a custom List View.
- C: Use a second Console session.
- D: Keep all Case open in tabs.
Question 15
Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.
What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
- A: Enable Debug Omni-Channel routing configuration in Setup.
- B: Open the Omni-Channel Supervisor tab.
- C: Log in as a user who is enabled for Omni-Channel access.
- D: Open the record you want to route.
- E: Change the owner to a queue associated with the routing configuration.
Question 16
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items.
Which feature should a Service Cloud consultant recommend?
- A: Omni-Channel Utility widget
- B: Global Shared Macro
- C: Actions & Recommendations component
- D: Personalized navigation menu
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