Free Access Salesforce.Service-Cloud-Consultant.v2021-11-08.q122 Practice Test (Page 4)

Question 11

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A.Enable social profile and add assignment rules to the case object

B.Enablesocial profile and add workflow rules to the contact object

C.Use Twitter-to-Case and add workflow rules to the case object

D.Use the routing queues provided with Salesforce for Twitterand Facebook

Question 12

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

A.Create a related child case and assign the child case to the product development team.

B.Create a private Chatter group with customers and invite key individuals to join the group.

C.Build a repository of Knowledge articles related to integration and share it with the customer.

D.Enable Chatter case feed and add product development team members to the case team.

Question 13

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

B.Use case auto-response rules to send an email to support managers within one hour of case creation.

C.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

D.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Question 14

Which native Service Cloud solution is used for case satisfaction surveys?

A.Enable the case survey auto-response rule

B.Create a Web-to-case form with a custom case type of survey

C.Enable the case survey option on the case object

D.Check the survey option in the case settings

Question 15

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A.Standard email to case

B.Omni channel routing

C.On-Demand Email-to-case

D.Web to case forms

Other Version: 1647Salesforce.Service-Cloud-Consultant.v2024-12-13.q136; 3152Salesforce.Service-Cloud-Consultant.v2023-12-02.q200; 3787Salesforce.Service-Cloud-Consultant.v2023-07-29.q164; 1987Salesforce.Service-Cloud-Consultant.v2023-02-15.q37; 4114Salesforce.Service-Cloud-Consultant.v2022-12-22.q177; 9198Salesforce.Service-Cloud-Consultant.v2022-08-16.q199; 22408Salesforce.Service-Cloud-Consultant.v2022-05-13.q183; 97Salesforce.Actualtestpdf.Service-Cloud-Consultant.v2021-12-03.by.chester.153q.pdf

Latest Upload: 144HRCI.aPHRi.v2025-12-22.q195; 107APICS.CSCP.v2025-12-22.q352; 106SAP.C_SIGPM_2403.v2025-12-22.q25; 114Nutanix.NCP-CI-Azure.v2025-12-22.q27; 106EMC.D-PEMX-DY-23.v2025-12-22.q45; 113SAP.C_S4CS_2502.v2025-12-22.q29; 115ISA.ISA-IEC-62443.v2025-12-22.q112; 175HashiCorp.HCVA0-003.v2025-12-20.q102; 127SAP.C_SAC_2501.v2025-12-20.q21; 112Snowflake.DAA-C01.v2025-12-20.q172

Question 11

Question 12

Question 13

Question 14

Question 15

Download PDF File