Service-Cloud-Consultant Free Practice Test

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

1. A. Omni-Channel Routing
2. B. Visual Remote Assistant
3. C. Workforce Engagement Self Scheduling
4. D. Field Service Scheduler

Correct Answer: D

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend? Choose 3 answers

1. A. Import the records and create a workflow rule to change the data type.
2. B. Standardize all rows to match Salesforce data types.
3. C. Import the records and use Duplicate Management.
4. D. Deduplicate the data before importing into Salesforce,
5. E. Install the Data Quality Analysis Dashboards from the AppExchange.

Correct Answer: BCD

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

1. A. Email-to-Case
2. B. web-to-Case
3. C. An AppExchange package
4. D. On-Demand Email-to-Case

Correct Answer: D

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

1. A. On-Demand Email-to-case
2. B. Standard email to case
3. C. Web to case forms
4. D. Omni channel routing

Correct Answer: A

Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

1. A. Filter the views by case owner.
2. B. Restrict visibility of the views.
3. C. Reduce the number of fields displayed.
4. D. Remove filter criteria from the views.

Correct Answer: AC