Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 4)

Question 11

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?

A.A Twitter Macro

B.The Case Feed

C.The Social Feed

D.A Custom Component

Question 12

Forwhich purpose should a contact center use Visual Flow?

A.To automatically assign cases to a specific queue based on the customer support level

B.To assign follow-up tasks to an agent one week after a case is closed.

C.To escalate to the support managerif it has been open for more than 72 hours

D.To automate business processes for agents who troubleshoot customer support issues via phone

Question 13

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A.Use a workflow rule to send an email to the product manager

B.Use anassignment rule to assign new cases to the product manager

C.Use an escalation rule to move cases into the product manager queue

D.Use Chatter case feed and case teams to monitor cases

Question 14

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

A.Only one inbound email address can be used for Email-to-Case

B.Follow-up emails and attachments related to a case are attached to the case

C.Follow-up emails related to a case will update the case comments

D.Assignment, escalation, and workflow rules are processed on inbound emails

Question 15

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A.Developers can embed API calls and processes on web pages to automate call handling processes.

B.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

C.Agents can use telephony on a wide range of browsers and operating systems while only developing once.

D.Developers can integrate with any telephony platform available with little to no need for customization.

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Question 11

Question 12

Question 13

Question 14

Question 15

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