Free Access Salesforce.Sales-Cloud-Consultant.v2024-09-23.q164 Practice Test (Page 34)

Question 161

During the Cloud Kicks Deploy phase, end users are complaining that they have a new system to log into, and it's holding up training.
What is the likely cause of these complaints?

A.Cloud Kicks did not gain buy-in during the Analyze phase and they did not build buzz during the Build and Validate phase.

B.A training plan was not made during the Validate phase and buzz was not generated during the Design and Validate phase.

C.A communication plan was not designed during the Plan phase and buzz was not generated during the Deploy phase.

D.Cloud Kicks did not gain buy-in during the Design phase and the solution was not designed.

Question 162

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A.Create case escalation rules to route high-priority cases directly to supervisors for resolution

B.Create reports to analyze call data in order to understand peak times and ensure adequate staffing

C.Set up a Salesforce Customer Community that will allow customers to create cases online

D.Set up analytical snapshots to capture key case information and create historical trending reports

Question 163

A customer notices a large increase in leads created overnight which exceed the daily limits. Upon examination, the leads appear to be created by bots. The Customer uses a standard web-to-lead from without safeguards in place to limit spam on forms.
What should the consultant recommend as the first line of defense before republishing the form?

A.Select Require reCAPTCHA Verification in Web-to-Lead settings.

Question 164

Universal Containers has configured the Account organization-wide default (OWD) sharing as Public Read Only. All customer Accounts are owned by the customer successmanager. When a customer calls support to update their contact information, the support agent on their Account team is unable to edit the Account.
Which approach should a consultant recommend allowing the support agent to edit the Account, while still enforcing the Public Read Only OWD?

A.The support agent should add themselves to the customer's Account team to grant Edit permissions.

B.The support agent should contact the customer success manager to update the Account.

C.The customer success manager should change the owner of the Account to the support agent.

D.The customer success manager should include the support agent on the default Account team with Edit permissions.

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Question 161

Question 162

Question 163

Question 164

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