Free Access Salesforce.Service-Cloud-Consultant.v2023-07-29.q164 Practice Test (Page 3)

Question 6

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Question 7

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

A.Use cases to track the credit requests and route than to regional teams using assignment rules

B.Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C.Design a custom object to track credit requests and route them regionally using assignment rules

D.Enable the self-serviceportal to generate logins for the hospital staff by region.

Question 8

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A.Entitlement processes, milestones, milestone actions, and entitlements

B.Entitlement processes, contracts, contract line Items, and entitlements

C.Entitlement processes, contracts, milestones, and milestone actions

D.Entitlement processes, contract line items, milestones, and entitlements

Question 9

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A.Scheduled Reports

B.Milestone Actions

C.Time-based Workflow Rules

D.Process Builder Scheduled Actions

Question 10

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A.Add the Suggested Article widget to the Case page layout.

B.Create email templates with Knowledge Articles attached.

C.Add the Knowledge tab to the Console app.

D.Add the Knowledge Component to the Service Console.

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