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Free CERTIFIED-SERVICE-CLOUD-CONSULTANT – Salesforce CERTIFIED-SERVICE-CLOUD-CONSULTANT Practice Test Question

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Showing 1–3 of 10 questions

Question 1 (Topic 1)

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? (Choose three.)

Select an option, then click Submit answer.

  • ○ Omni-Channel
  • ○ Publisher Actions
  • ○ Macros
  • ○ Chatter
  • ○ Quick Text
Question 2 (Topic 1)

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?

Select an option, then click Submit answer.

  • ○ Next Best Actions
  • ○ Push Notifications
  • ○ Omni-channel Supervisor
  • ○ Case Feed
Question 3 (Topic 1)

Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? (Choose two.)

Select an option, then click Submit answer.

  • ○ Simplify the interactive voice response (IVR) tree.
  • ○ Use Assignment rules and case queues.
  • ○ Set up Email-to-Case.
  • ○ Add additional agents to lower average hold time.