Service Cloud Consultant

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....

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores . What customer-related metric should the customer support management analyze? Choose 2 AnswersA . Escalated cases by account month to dateB . High priority cases opened by account...

Milestones can be added to which three object types? Choose 3 AnswersA . Work orderB . CaseC . ServiceD . EntitlementE . AccountView AnswerAnswer: A,B,D

Universal Containers (UC) wants to implement Service Cloud using Agile methodology . How should the consultant recommend delivering a successful implementation?A . set a cutoff date of 1.5 months before user acceptance testing for any change requests.B . Generate continuous feedback from the project team, and adjust the requirements and...

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members . What should a Consultant recommend?A . Define Article Types with Public Sharing Settings.B . Define Data Categories with Custom Visibility.C . Define Topics for each Knowledge article.D...

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?A . Follow the SMEs to receive automatic updates when...

Which search mechanism should be used to find case comments from within the lightning service console?A . Search utility componentB . Comment search componentC . Comments list viewD . Global searchView AnswerAnswer: D

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page . How can this be achieved?A . Customer view of case tabB . Custom Visual force pageC . Custom reportD . Custom related listView AnswerAnswer: B

Which three processes are uses case for Visual Workflow? Choose 3 answersA . Cross-sell promotions for agentsB . Decision-based troubleshooting for agentsC . Assignment of email to a case queue based on subjectD . Caller verification and creation of a new caseE . Field validation during case creationView AnswerAnswer: A,B,D

Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center . Which two features should a Consultant consider implementing? Choose 2 answersA . Use a community template to set up their customer...