Service Cloud Consultant Practice Exams

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

UC wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

What is a characteristic of Visual Workflow? Choose 3 answers.

UC wants to display a list of open cases data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

UC’s contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: Provide content categorization for easier navigation searching, and visibility. Shorten agents’ issue resolution time by suggesting relevant content. Establish a publication lifecycle process based on industry leading practices. Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend?

A consultant is working on a Service Cloud implementation with a fixed-budget and timeline. The analysis phase of the project has just been completeAdditional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

UC is implementing Salesforce Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Which element is true regarding a prebuilt Salesforce computer telephone integration (CTI) adapter for different telephone systems? Choose 2 answers.

UC must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

UC a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements?

UC is initiating a program to improve customer satisfaction. As part of the program customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolveWhat solution should a consultant recommend to meet this requirement?

What are some uses of http://www.trust.salesforce.com in business continuity planning? Choose 3 answers.

UC 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?

The UC contact center offers support via email the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers.

UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review an agent needs to contact the customer to review the activities. Cases can only be closed after the customer review has been completeUE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements? Choose 3 answers.

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

UC’s service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

What process is a use case for Visual Workflow? Choose 3 answers.

UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being publisheProduct content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers.

UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company’s requirements include the ability to: Monitor Facebook fan page for new posts from customers. Link new posts to an existing customer recorRespond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service?

The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers.

A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.

UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.

UC has discovered that the average time an agent takes to resolve a case has increaseWhat should a consultant recommend to help reverse this trend? Choose 2 answers.

UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce. What must be taken into consideration to meet this requirement?

UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.

The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.

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

A customer is planning a Service Cloud implementation. The customer’s current database has the following number of records: 10 million cases 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.

The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

UC’s customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history Level of contracted support, List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

UC wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings: Phone Phone and Email, Social Media (Facebook and Twitter). What should a consultant recommend to accomplish this? Choose 2 answers.

UC has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? Choose 2 answers.

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation.Which solution would help Universal Containers meet its SLA?

UC has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.Which solution will create and route the field service dispatch record when the case is saved?

UC 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?

To manage the publishing lifecycle for articles in Salesforce Knowledge the contact center director wants to provide article managers the various publishing capabilities.

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A contact center manager needs to migrate existing help guides and procedure manuals into salesforce knowledge.What steps should the consultant do prior to importing the documents into salesforce knowledge? Choose 2 answers

UC wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information the customer should then have the option to speak a support agent if they still need help.Which system will help UC meet this requirement?

A consultant needs to import 2000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

UC is implementing a CTI solution for its inbound service and support contact center. Currently the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

UC wants to implement Knowledge to assist agents with the resolution of cases. What should a consultant recommend to meet this requirement? (Choose 3)

UC is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community. What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)

A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

UC has millions of customers in Salesforce but only a very small percentage have opened support cases in the past. Recently, UC has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates. Which method should be used to enable the customers on the portal? (Choose 2)

UC is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3)

For which purpose should a contact center use Visual Flow?

UC wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

UC staffs its contact centers to allow for up to 20% of the total case volume to be escalate. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents. What solution should a consultant recommend to meet this requirement?

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.How can UC measure case escalation?

UC needs to set up a customer portal to provide customers with a self-service option for support. Which capability can UC provide its customers via the customer portal? (Choose 3)

UC is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs).
How can milestones be used to accomplish this goal? (Choose 2)

A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue but later realizes the caller is not eligible for support.
What solution should a consultant recommend to prevent this scenario from happening in the future?

A customer has recently implemented an on premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

UC have a service level agreement (SLA) with customers that requires an agent to take ownership of incoming cases within two hours of case creation. Which solution would help UC meet its SLA?

At UC a support agent dedicated to one customer regularly handles complex integration related cases, the agent collaborates with universal containers product development team and the client’s systems. What should the consultant recommend to expedite the handling of these cases?

UC assigns its contact center agents to certain interaction channels and would like to optimize based on their assigned interaction channels. What should a consultant recommend to meet this requirement?

UC wants to implement knowledge to assist with the resolution of cases.
What should a consultant recommend to meet this requirement? Choose 3 answers

UC is transitioning from a legacy service and support system to salesforce. What is a recommended way to migrate and cleanse the data?

UC is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need. The following facts are known:
• Data categories are used to indicate which contact center and business unit authored the article.
• Articles have drastically different types of content mixed together (e.g. FAQ product manuals and install guides).
• Agents are not consistency completing all article fields.
What should the consultant recommend as a first step in improving the usability of the knowledge base?

UC contact center is experiencing increased call volumes due to a growing product portfolio. What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently?

UC is experiencing system timeouts for social customer. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for twitter and Facebook. How can the agent respond privately to the customer?

UC wants to implement a new web presence to support its customers. It has provided the following requirement.
• Ability for visitors to search knowledge articles without registering or logging in.
• Ability for over one million registered customers to security submit cases and view the status of those cases.
• Ability to display white papers to registered customers.
• Ability for registered customers to save favorite knowledge articles for easy access later.
What should the consultant recommend as part of the solution?

UC 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?

The cost of the services for universal containers contact centers have steadily increased.
What solution should a consultant recommended to help reduce the cost of service in the contact centers? Choose 2

Customers can contact universal appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database that stores over 100000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? Choose 2

UC purchased knowledge and would like to implement it as soon possible. What approach should a consultant recommend?

For which purpose should a contact center use visual workflow?

UC is using the salesforce console for service for managing cases. They would like to add the salesforce to enable click-to-dial capability. What needs to be configured for the softphone to work in salesforce? choose 3 answers:

UC is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access case information for the last one year.

UC has implemented service cloud in their call center and would like to integrate it with their existing telephone system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

The UC’s customer support organization has implemented knowledge knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they shoulWhat could the company do to address this situation? (choose 2)

UC wants to streamline the troubleshooting process for inbound phone calls using visual workflow. A call greeting script to be created to perform the following:
• Prompt agent to ask for the caller’s geographic region.
• Allow the agent to select a region from the picklist in the accounts object.
• Present a list of services available in that region to the agent.
What visual workflow element should a consultant use to accomplish this? Choose 3

A customer analyzed its historical cases and found that over 50% of cases were created by users who forgot their passwords. Which action will reduce the amount of time that agents spend resolving these cases?

UC wants to improve their field service operations. Some challenges they are encountering include: mis: 65. wasted trips to the warehouse to stock parts for their next job location and missed sales opportunities.
Which strategy should a consultant recommend? Choose 2 answers

UC is using the Service cloud console for managing cases. They would like to add the Salesforce click to dial capability. What needs to be configured for the SoftPhone to work in Salesforce? Choose three answers.

UC wants to implement a Knowledge management process with the following requirements: must contain four different kinds of content: customer FAQs product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published.Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? (3 answers).