Salesforce Certified Service cloud consultant practice exam guide & Service-Cloud-Consultant actual test cram

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Salesforce Certified Service cloud consultant Sample Questions (Q174-Q179):

NEW QUESTION # 174
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up a Salesforce Customer Community that will allow customers to create cases online.
B. Set up analytical snapshots to capture key case information and create historical trending reports.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Answer: A,D

NEW QUESTION # 175
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

A. Add the knowledge related list to the case record page
B. Add the knowledge tab to the service console
C. Add knowledge data categories to each case
D. Add knowledge component to case record page

Answer: D

NEW QUESTION # 176
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on
the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process

Answer: B,C

NEW QUESTION # 177
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
B. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. It does NOT require a software install for each call center user on a Windows-based PC.
E. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface

Answer: A,C,E

NEW QUESTION # 178
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they
are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A. Assign a user to manually manage incoming email
B. Insert a reference Thread ID in the email subject template
C. Use Omni-Channel to automatically route inbound email
D. Convert to an On-Demand Email-to-Case setup

Answer: B

NEW QUESTION # 179
......

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