Service-Cloud-Consultant Free Practice Test

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

1. A. Knowledge search query with no results.
2. B. Knowledge articles with the lowest rating.
3. C. Number of knowledge articles in each data category.
4. D. Knowledge articles created by call center agents.

Correct Answer: AB

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

1. A. Omni-Channel
2. B. Page Layouts
3. C. Record Types
4. D. Support Processes
5. E. Article Types

Correct Answer: ACD

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest? Choose 2 answers

1. A. Standard Email-to-case
2. B. On-Domand Emali-to-Case
3. C. Apex Email Service
4. D. Web-to-Case forms

Correct Answer: AB

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

1. A. Create a macro to send an email with the article to the customer.
2. B. Create a workflow email alert to send the article to the customer.
3. C. Create an auto-response rule to send the article to the customer.
4. D. Create a Lightning email template to send the article to the customer.

Correct Answer: D

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

1. A. Prioritize the requirements based on who submitted them.
2. B. Identify the requirements needed for initial GoLive.
3. C. Provide a timeline that addresses all the requirements.
4. D. Organize the requirements from largest to smallest.

Correct Answer: B