Service-Cloud-Consultant Free Practice Test

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

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

1. A. Omni-Channel
2. B. Entitlements
3. C. Case Escalation
4. D. Case Milestones

Correct Answer: B

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

1. A. Configure Case Assignment Rules to use Queues.
2. B. Configure Omni-Channel Routing Model as Most Available.
3. C. Configure Case Assignment Rules to use Users.
4. D. Configure Omni-Channel Routing Model as Least Active.

Correct Answer: B

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

1. A. Number of calls offered
2. B. Agent utilization
3. C. Quality monitoring score
4. D. Schedule adherence

Correct Answer: BD

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

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

Correct Answer: A