Free Access Salesforce.Sales-Cloud-Consultant.v2022-03-16.q146 Practice Test (Page 9)

Question 36

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A.Configure Case Assignment Rules

B.Configure Omni-Channel with Least Active Routing

C.Configure Live Agent Skills-based Routing

D.Configure Omni-Channel with Most Available Routing

Question 37

Universal Containers has noticed a sizeable decrease in the number of sales representatives who are meeting
their quotas. What should be evaluated to determine the cause of this decline? Choose 2 answers:

A.Activity history report on open and closed opportunities.

B.Comparison report of forecasts versus converted leads.

C.Trending report on won versus lost opportunities

D.Percent of converted leads per sales representative.

Question 38

A company would like to implement a solution that would hold service reps accountable to customer Service
Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A.Create an Entitlement Process.

B.Set up Milestones.

C.Enable Work Orders.

D.Configure Service Contracts.

Question 39

Match the following loading option to the description of when to use it. "Manual Entry"

A.Bill wants to load 20,000 lead records.

B.Bob wants to load a single account record.

C.Berta wants to keep a separate system as her "system of record"

D.Brian wants to consolidate all his accounts from several systems.

E.Becky wants to load all her 65,000 contact records.

Question 40

How many reports should you design for optimal usability?

A.Five to seven reports per role

B.Up to 10 reports per role

C.The more the better, as long as you are using a clear naming convention

D.As many as needed per role, without over whelming users

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