Service-Cloud-Consultant Free Practice Test

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

1. A. Field Service with Integrated Payments
2. B. Experience Cloud with Customer Account Portal template
3. C. Einstein Bots with Credit Card Payments
4. D. Service Cloud Voice with Tele-pay

Correct Answer: D

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

1. A. Prepare, Plan, Test, Execute, Validate
2. B. Plan, Prepare, Test, Execute, Validate
3. C. Prepare, Plan, Validate, Execute, Test
4. D. Plan, Prepare, Validate, Execute, Test

Correct Answer: D

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

1. A. Web-to-Case
2. B. Outlook Integration
3. C. Email-to-Case
4. D. On-Demand Email-to-Case

Correct Answer: C

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

1. A. Lightning Process Builder
2. B. Interaction Log
3. C. Lightning Row for Service
4. D. Path for Cases

Correct Answer: BC

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?

1. A. Create a report using the Case Lifecycle report type.
2. B. Create a report using the Case Age report type.
3. C. Create a report using the Case Historical Trending report type.
4. D. Create a report using the Case Snapshot report type.

Correct Answer: D