Service-Cloud-Consultant Free Practice Test

Universal Containers wants to let 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. Web-to-Case
2. B. Embedded Chat Service
3. C. Customer Community
4. D. Case Assignment Rules

Correct Answer: B

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

1. A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
2. B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
3. C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
4. D. Prepare a single .csv file that can be used to migrate all article types at once and include with
5. E. properties file in a.zip for import

Correct Answer: B

Which search mechanism should be used to find case comments from within the lightning service console?

1. A. Search utility component
2. B. Comment search component
3. C. Comments list view
4. D. Global search

Correct Answer: D

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

1. A. An email to case inquiry
2. B. On-demand email to case
3. C. While holding for a support agent
4. D. Web-to-case question

Correct Answer: A

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

1. A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
2. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
3. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
4. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Correct Answer: D