Online Access Free Service-Cloud-Consultant Practice Test

Universal Containers aims to improve the efficiency of its internal service reps by improving case resolution times. The service reps need to follow a series of steps to resolve an issue and generate concise case summaries.
Which solution should the Service Cloud Consultant recommend?

• A.Einstein Article Recommendations
• B.Actions & Recommendations
• C.Agentforce Service Assistant

Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?

• A.Salesforce Knowledge
• B.Social media
• C.Messaging apps

Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

• A.Path for Cases
• B.Escalation Rules
• C.Case Comments
• D.Slack message

What is a common deflection technique to reduce the number of interactions for a contact center?

• A.Recommend articles during a call from a support agent.
• B.Suggest articles for an Email-to-Case question.
• C.Recommend articles prior to a Chat session.

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?

• A.Einstein Bots
• B.Messaging In-app and Web (MIAW)
• C.Experience Cloud sites