Service Cloud Consultant ALL Questions With Complete
Solutions
A. Actions & Recommendations Correct Answer CC solutions
would like to guide support agents through a complex business
process by using multiple flows while they're engaged in a chat
session with a customer. which lightning component can be
added to a record page for this requirement?
A. Actions & Recommendations
B. Lightning engagement
C. Visualforce
D. Flow
A. Add time frame filters
C. Remove unnecessary fields from the reports Correct Answer
Fast Finance is finding that case reports are running very slowly
and in some cases timing out. what can be done to improve the
performance of reports? choose 2
A. Add time frame filters
B. Ensure the Does not contain operation is used
C. Remove unnecessary fields from the reports
D. Ensure that the report is not used as a dashboard service
A. Agents Tab Correct Answer a call center supervisor team at
an organization using service cloud omni channel would like to
see which of their support agents have been accepting cases
recently. which of the following is the best place to do so?
A. Agents Tab
,B. List Views
C. Reports
D. Assigned work tab
A. Calls per hour
D. Average Talk Time Correct Answer A support mgr would
like to identify the most productive support agents in the
organization. Which of the following reports can be used to
measure the productivity of individual support agents? choose 2
A. Calls per hour
B. Call Containment
C. Average Speed to Answer
D. Average Talk Time
A. Case creation will fail if case validation rules fail when
processing a web2case submission
C. Cases created from web2case are linked to the relevant
contact and account based on email address Correct Answer
What is true regarding web2case? choose 2
A. Case creation will fail if case validation rules fail when
processing a web2case submission
B. Cases created from web2case are always assigned to a
specific case owner
C. Cases created from web2case are linked to the relevant
contact and account based on email address
D. The origin and status values can be selected in web2case
settings.
A. Chat
, B. Customer Community
E. Web2Case Correct Answer CC Solutions gets considerable
online traffic to its website, but currently the company does not
have a channel that allows customers to open cases online. It
would like customers to open cases by providing information in
a web form. which of the following features can be utilized to
meet this requirement? choose 3
A. Chat
B. Customer Community
C. Email2Case
D. SMS
E. Web2Case
A. Chat
B. Email Correct Answer CC would like to implement SF
service cloud and is considering the use of several interaction
channels for providing support to customers. which channels
could be used to provide answers for common questions through
quick text? choose 2
A. Chat
B. Email
C. Mobile
D. Phone
A. Configure Call Center
D. Use Open CTI Correct Answer Foodmart is a startup
grocery company which would like to implement a phone
support channel using SF. Which of the following steps are
necessary for the creation of the channel? choose 2
Solutions
A. Actions & Recommendations Correct Answer CC solutions
would like to guide support agents through a complex business
process by using multiple flows while they're engaged in a chat
session with a customer. which lightning component can be
added to a record page for this requirement?
A. Actions & Recommendations
B. Lightning engagement
C. Visualforce
D. Flow
A. Add time frame filters
C. Remove unnecessary fields from the reports Correct Answer
Fast Finance is finding that case reports are running very slowly
and in some cases timing out. what can be done to improve the
performance of reports? choose 2
A. Add time frame filters
B. Ensure the Does not contain operation is used
C. Remove unnecessary fields from the reports
D. Ensure that the report is not used as a dashboard service
A. Agents Tab Correct Answer a call center supervisor team at
an organization using service cloud omni channel would like to
see which of their support agents have been accepting cases
recently. which of the following is the best place to do so?
A. Agents Tab
,B. List Views
C. Reports
D. Assigned work tab
A. Calls per hour
D. Average Talk Time Correct Answer A support mgr would
like to identify the most productive support agents in the
organization. Which of the following reports can be used to
measure the productivity of individual support agents? choose 2
A. Calls per hour
B. Call Containment
C. Average Speed to Answer
D. Average Talk Time
A. Case creation will fail if case validation rules fail when
processing a web2case submission
C. Cases created from web2case are linked to the relevant
contact and account based on email address Correct Answer
What is true regarding web2case? choose 2
A. Case creation will fail if case validation rules fail when
processing a web2case submission
B. Cases created from web2case are always assigned to a
specific case owner
C. Cases created from web2case are linked to the relevant
contact and account based on email address
D. The origin and status values can be selected in web2case
settings.
A. Chat
, B. Customer Community
E. Web2Case Correct Answer CC Solutions gets considerable
online traffic to its website, but currently the company does not
have a channel that allows customers to open cases online. It
would like customers to open cases by providing information in
a web form. which of the following features can be utilized to
meet this requirement? choose 3
A. Chat
B. Customer Community
C. Email2Case
D. SMS
E. Web2Case
A. Chat
B. Email Correct Answer CC would like to implement SF
service cloud and is considering the use of several interaction
channels for providing support to customers. which channels
could be used to provide answers for common questions through
quick text? choose 2
A. Chat
B. Email
C. Mobile
D. Phone
A. Configure Call Center
D. Use Open CTI Correct Answer Foodmart is a startup
grocery company which would like to implement a phone
support channel using SF. Which of the following steps are
necessary for the creation of the channel? choose 2
