Free PDF Questions For Salesforce Service-Cloud-Consultant Exam, 177QAs

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Page: 1 / 36
Total Questions: 177

Questions & Answers PDF

• Question 1

  

  Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

  • Use a Most Aavailable Routing Model which will assign to the agent that be available next.
  • Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
  • Configure an Overflow Assignee with a user or queue outside the routing configuration.
  • Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

  Reveal Answer Answer: B Next Question

• Question 2

  

  Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.Which methodoogy should a consultant recommend?

  • Extremen Programming
  • Lean Development
  • Scrum
  • Kanban

  Reveal Answer Answer: B Next Question

• Question 3

  

  Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.What should a consultant recommend?

  • Change the Run Apex As User to a service agent profile.
  • In Inbound Setting, set Enable Case Reopen to 3 days.
  • Establish Duplicate Rules to find similar cases.
  • Configure a Macro to close the duplicate case

  Reveal Answer Answer: C Next Question

• Question 4

  

  The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.What are two places the messages can be routed to?Choose 2 answers

  • Chatter Group
  • Web Chat
  • Einstein Bots
  • Call Center Agent

  Reveal Answer Answer: B, C Next Question

• Question 5

  

  Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

  • Experience Cloud Create Case Form
  • Web-to-Case
  • Contact Request Flow
  • On-Demand Email-to-Case

  Reveal Answer Answer: D Next Question

Page: 1 / 36
Total Questions: 177

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