Service-Cloud-Consultant Free Practice Test

Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

1. A. Filter the views by case owner.
2. B. Restrict visibility of the views.
3. C. Reduce the number of fields displayed.
4. D. Remove filter criteria from the views.

Correct Answer: AC

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