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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q141-Q146):

NEW QUESTION # 141
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

• A. Lightning Flow Component
• B. Service Console Macros
• C. Lightning Guided Engagement
• D. Path for Cases

Answer: C

NEW QUESTION # 142
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

• A. Enable Ideas in a customer portal
• B. Create auto-response templates for incoming emails
• C. Enable Live Agent to handle incoming service inquiries
• D. Enable Chatter for agent collaboration

Answer: C,D

NEW QUESTION # 143
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

• A. Enable the case survey object for the customer portal
• B. Modify the user interface settings for the case survey sidebar
• C. Utilize an AppExchange package to handle customer surveys
• D. Create a validation rule for case survey email templates

Answer: C

NEW QUESTION # 144
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. Enterprise admin
• B. Partner portal
• C. Sites
• D. Service Cloud portal (Customer Community)

Answer: C

NEW QUESTION # 145
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• A. Activate Knowledge One within the Salesforce Console for Service.
• B. Create a Knowledge Visualforce component on the case detail page.
• C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
• D. Activate Knowledge One on the case detail page.

Answer: A

NEW QUESTION # 146
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