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Salesforce Certified Service cloud consultant Sample Questions (Q40-Q45):

NEW QUESTION # 40
What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A. Chatter feeds
B. Email to Case
C. Customer Portal
D. Self Service Portal

Answer: A

NEW QUESTION # 41
The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?

A. Implement Email-To-Case
B. Implement Quick Text
C. Enable the support setting for default email templates
D. Enable the Support Process for default email templates
E. Implement Macros

Answer: B,C,E

NEW QUESTION # 42
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Customer community
B. Service cloud console
C. Knowledge base
D. Automatic call distribution

Answer: A,C

NEW QUESTION # 43
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

A. Integrate with an enterprise resource planning system.
B. Configure Visual Flows on Salesforce mobile.
C. Develop and publish a knowledge management system
D. Implement Field Service Lightning.

Answer: D

Explanation:
Explanation
Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview

NEW QUESTION # 44
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?

A. Contact requests
B. Web-to-Case
C. Embedded Chat window

Answer: C

Explanation:
To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company's website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.

NEW QUESTION # 45
......

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