Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 31)

Question 146

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A.Assign the correct Salesforce users to the Call Center.

B.Assign the Salesforce CTI license to Salesforce users.

C.Install an adapter from AppExdiange to work with third-party on systems.

D.Create a softphone layout and assign to user profiles.

E.Enable Live Agent in their community to chat with an agent.

Question 147

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A.Utilize an AppExchange package to handle customer surveys

B.Modify the user interface settings for the case survey sidebar

C.Create a validation rule for case survey email templates

D.Enable the case survey object for the customer portal

Question 148

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?

A.Assign teams in each major contact center to design a solution unique to its needs and have an analyst
build a combined report.

B.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and
reporting.

C.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and
tandardization.

D.Assign a global team of experienced agents and leaders to create a common design template and report
structure.

Question 149

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A.Embedded Chat Service

B.Case Assignment Rules

C.Customer Community

D.Web-to-Case

Question 150

Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

A.Create three article types for each product area (Personal Banking, Mortgage, CD).

B.Create two data categories to display information (Question/Answer,Product Info).

C.Create three data categories for each product area (Personal Banking, Mortgage, CD).

D.Create two article types to display information (Question/Answer, Product Info).

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Question 146

Question 147

Question 148

Question 149

Question 150

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