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Salesforce Certified Service cloud consultant Sample Questions (Q21-Q26):

NEW QUESTION # 21
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

A. Build a repository of Knowledge articles related to integration and share it with the customer.B. Enable Chatter case feed and add product development team members to the case team.C. Create a private Chatter group with customers and invite key individuals to join the group.D. Create a related child case and assign the child case to the product development team.

Answer: C

NEW QUESTION # 22
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 queueB. Use a workflow rule to send an email to the product managerC. Use Chatter case feed and case teams to monitor casesD. Use anassignment rule to assign new cases to the product manager

Answer: B

NEW QUESTION # 23
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

A. Enable the "Access Recent Items" user permission on the user profiles.B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.D. Enable the "History" component within the Salesforce Console for Service.

Answer: D

NEW QUESTION # 24
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Service Console MacrosB. Lighining Row ComponentC. Path for CasesD. Lightning Guided Engagement

Answer: D

NEW QUESTION # 25
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: C

NEW QUESTION # 26
......

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