Service-Cloud-Consultant Free Practice Test

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

1. A. Contracts and SLASs
2. B. Chatter Answers
3. C. Contacts
4. D. Cases

Correct Answer: BC

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day. Which two features should a Consultant recommend? Choose 2 answers

1. A. Facebook Messaging
2. B. Escalation Rules
3. C. Chat
4. D. Case Auto-Response

Correct Answer: CD

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

1. A. Comment Search Component
2. B. Comments List View
3. C. Global Search
4. D. Search Utility Component

Correct Answer: C

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

1. A. Contact Salesforce to send a report on article efficacy.
2. B. Send out a monthly survey to customers requesting feedback.
3. C. Install Knowledge Base Dashboards and Reports AppExchange package.
4. D. Create a group of super users that will evaluate and manage articles.

Correct Answer: C

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

1. A. Knowledge search query with no results.
2. B. Knowledge articles with the lowest rating.
3. C. Number of knowledge articles in each data category.
4. D. Knowledge articles created by call center agents.

Correct Answer: AB