Service-Cloud-Consultant Free Practice Test

Which three are characteristics of Visual Workflow? Choose 3 answers

1. A. Apex code must be used to update fields in the database.
2. B. Elements can be used to pass data to legacy systems.
3. C. Apex code must be used to pass data to legacy systems.
4. D. Only one version of a flow can be activated at a time.
5. E. Elements can be used to update fields in the database.

Correct Answer: ABD

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