Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 29)

Question 136

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A.When an email notification is triggered via workflow this user is listed in the case history

B.When a case is escalated this user is listed in the case history

C.When a case is created via Email-To-Case this user is assigned as the case owner

D.When a case is created via Web-To-Case this user is listed in the case history

E.When a case is automatically assigned using assignment rules this user is listed in the case history

Question 137

Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

A.Actions and Recommendations component

B.Quick Actions added to the case page

C.Macro to open related cases

D.Customized case hovers

Question 138

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A.Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

B.Set up a customer survey for customers calling in to identify the severity and impact of the recall.

C.Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

D.Set up IVR with an automated responsefor customers affected by the recall to defect calls.

Question 139

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

A.While holding for a support agent

B.An email to case inquiry

C.Web-to-case question

D.On-demand email to case

Question 140

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.

A.Number of closed cases

B.Number of attempts to contact

C.Number of outbound calls per day

D.Number of lead referrals

Other Version: 937Salesforce.Service-Cloud-Consultant.v2026-07-24.q210; 1011Salesforce.Service-Cloud-Consultant.v2026-01-22.q107; 3166Salesforce.Service-Cloud-Consultant.v2024-12-13.q136; 5280Salesforce.Service-Cloud-Consultant.v2023-07-29.q164; 2466Salesforce.Service-Cloud-Consultant.v2023-02-15.q37; 5105Salesforce.Service-Cloud-Consultant.v2022-12-22.q177; 10492Salesforce.Service-Cloud-Consultant.v2022-08-16.q199; 24328Salesforce.Service-Cloud-Consultant.v2022-05-13.q183; 97Salesforce.Actualtestpdf.Service-Cloud-Consultant.v2021-12-03.by.chester.153q.pdf; 23157Salesforce.Service-Cloud-Consultant.v2021-11-08.q122

Latest Upload: 107Huawei.H12-711_V4.0.v2026-10-09.q153; 118Salesforce.Plat-Dev-301.v2026-10-09.q69; 175Scrum.PSM-II.v2026-10-08.q134; 162Juniper.JN0-683.v2026-10-07.q69; 152Salesforce.AP-201.v2026-10-07.q56; 190ISQI.CTAL-TAE.v2026-10-06.q38; 153Oracle.1Z0-1079-26.v2026-10-06.q19; 379PRINCE2.PRINCE2-Foundation.v2026-10-05.q391; 254Splunk.SPLK-5002.v2026-10-05.q114; 204Salesforce.Marketing-Cloud-Account-Engagement-Specialist.v2026-10-05.q121

Question 136

Question 137

Question 138

Question 139

Question 140

Download PDF File