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Certification Path

Salesforce Administrator Certification can act as a prerequisite for this exam.

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Salesforce Certified Service cloud consultant Sample Questions (Q11-Q16):

NEW QUESTION # 11
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

• A. Assign users to a Permission Set with access to the service console app.
• B. Assign users to a Permission Set granting the Service User license.
• C. Assign users the Service User license on their User record.
• D. Assign users to a Public Group with access to the service console app.

Answer: A,C

NEW QUESTION # 12
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much
time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

• A. Visual Workflow
• B. Quick Text
• C. Macros
• D. Lightning Guided Engagement

Answer: B,C

NEW QUESTION # 13
A manager has noticed an increase in average case age.This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the case lifecycle report type.
• B. Create a report using the case historical trending report type.
• C. Create a report using the case snapshot report type.
• D. Create a report using the case age report type.

Answer: A

NEW QUESTION # 14
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

• A. Middle-tier integration
• B. External Objects
• C. Salesforce Connect
• D. Custom Objects

Answer: B,C

NEW QUESTION # 15
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

• A. Enable the Knowledge sidebar setting in the case support settings.
• B. Enable the Knowledge sidebar related list on the case page layout.
• C. Create a Visualforce page called Knowledge sidebar on the case page layout.
• D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

Answer: D

NEW QUESTION # 16
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