Service-Cloud-Consultant Free Practice Test

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

1. A. Simplify the interactive voice response (IVR) tree.
2. B. Set up Email-to-Case.
3. C. Use Assignment rules and case queues.
4. D. Add additional agents to lower average hold time.

Correct Answer: AD

universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

1. A. Create SF cases to have omni channel enabled
2. B. create the necessary objects in SF
3. C. customize service channel settings to define how the org receives work various sources
4. D. From setup select omnichannel and select enable omni channel

Correct Answer: D

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

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

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

1. A. Enable Omni-Channel Case assignment
2. B. Define separate Record Types for Tier 1 and Tier 2
3. C. Implement Lightning Guided Engagement
4. D. Configure a Visual Flow Troubleshooting Action

Correct Answer: C