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Salesforce Certified Service cloud consultant Sample Questions (Q41-Q46):

NEW QUESTION # 41
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

  • A. Enable suggested articles on new cases.
  • B. Enable agents to create their own personal articles.
  • C. Enable article customization for open cases.
  • D. Create an email template to send articles as PDF attachments.
  • E. Enable article submission during case close.

Answer: A,D,E


NEW QUESTION # 42
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

  • A. Create a custom web service to handle invoice inserts and updates from the billing system
  • B. Create a Visualforce page that retrieves payment information via a Web Service call-out
  • C. Import payment data into Salesforce and add to the contact page layout related list
  • D. Create a custom tab of type URL that displays a search page from the billing system

Answer: B


NEW QUESTION # 43
A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.

  • A. Communities
  • B. Mass email
  • C. Salesforce Chat
  • D. Public groups

Answer: A,C


NEW QUESTION # 44
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

  • A. Lightning Knowledge
  • B. Salesforce Files
  • C. Classic Knowledge
  • D. Salesforce Content

Answer: C


NEW QUESTION # 45
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

  • A. Collapsible Sidebar Components
  • B. Console Keyboard Shortcuts
  • C. Configure Macros
  • D. Multiple Monitors Components

Answer: C


NEW QUESTION # 46
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