Salesforce
Service-Cloud-Consultant Exam
Service Cloud Consultant
Questions & Answers
(Demo Version - Limited Content)
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, Questions & Answers PDF Page 1
Version: 15.0
Question: 1
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?
A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
Answer: C
Question: 2
The Universal Containers sales team has been so successful in signing new customers that the
support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Ask sales reps to respond to support Cases.
Answer: B
Question: 3
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
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
Answer: A, B
Question: 4
When Service Reps view a Case, they often need to see the Case History of other Cases for that same
Account. How should a Consultant configure the Lighting Service Console to support this
requirement?
www.dumpshouse.com
Service-Cloud-Consultant Exam
Service Cloud Consultant
Questions & Answers
(Demo Version - Limited Content)
Thank you for Downloading Service-Cloud-Consultant exam PDF Demo
Get Full File:
https://www.dumpshouse.com/salesforce-service-cloud-consultant-dumps/
, Questions & Answers PDF Page 1
Version: 15.0
Question: 1
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?
A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
Answer: C
Question: 2
The Universal Containers sales team has been so successful in signing new customers that the
support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Ask sales reps to respond to support Cases.
Answer: B
Question: 3
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
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
Answer: A, B
Question: 4
When Service Reps view a Case, they often need to see the Case History of other Cases for that same
Account. How should a Consultant configure the Lighting Service Console to support this
requirement?
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