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

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Showing 4–6 of 10 questions

Question 4 (Topic 1)

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? (Choose three.)

Select an option, then click Submit answer.

  • ○ Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  • ○ Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  • ○ Create a central "Contact Us" page which provides access to all available channels.
  • ○ Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops.
  • ○ Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.
Question 5 (Topic 1)

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

Select an option, then click Submit answer.

  • ○ Prioritize the requirements based on who submitted them.
  • ○ Identify the requirements needed for initial GoLive.
  • ○ Provide a timeline that addresses all the requirements.
  • ○ Organize the requirements from the largest to smallest.
Question 6 (Topic 1)

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

Select an option, then click Submit answer.

  • ○ Set the organization-wide default to Private and create sharing rules to share with roles.
  • ○ Add a permission set for Read access to the appropriate product line.
  • ○ Assign the quick texts to Data Categories with access to the appropriate profiles.
  • ○ Create a folder for each product line and share them with the specific users.