Service-Cloud-Consultant Free Practice Test

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

1. A. Both Service Reps can chat with the Customer.
2. B. The Customer does not know they were transferred.
3. C. The Chat Transcript and Case are transferred.
4. D. The Customer is shown the new Representative's Name

Correct Answer: CD

Milestones can be added to which two Object types? Choose 2 answers

1. A. Account
2. B. Work Order
3. C. Last
4. D. service

Correct Answer: BC

Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices
What feature should a consultant recommend to meet this requirement?

1. A. Embedded Chat Service
2. B. Web-to-CaM
3. C. Experience Cloud site
4. D. Case Assignment Rules

Correct Answer: A

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

1. A. Lookup Filter
2. B. Auto-Add Milestones
3. C. Cross-Object Formula
4. D. Approval Process

Correct Answer: A

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

1. A. Service Cloud Portal
2. B. Customer Community Login
3. C. High Volume Customer Portal
4. D. Partner Community Login

Correct Answer: A