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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q71-Q76):

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

  • A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
  • B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
  • C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
  • D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Answer: A

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?
(choose 1 answer)

  • A. Use an escalation rule to move cases into the product manager queue
  • B. Use Chatter case feed and case teams to monitor cases
  • C. Use a workflow rule to send an email to the product manager
  • D. Use an assignment rule to assign new cases to the product manager

Answer: C

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

  • A. Salesforce Mobile App
  • B. Lightning Console
  • C. Employee Community
  • D. Field Service Lightning

Answer: D

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

  • A. Total number of solutions created by agent
  • B. Average number of knowledge articles published
  • C. Number of total cases handled
  • D. First contact resolution rate

Answer: C,D

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

  • A. Partner portal
  • B. Enterprise admin
  • C. Service Cloud portal (Customer Community)
  • D. Sites

Answer: D


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