Free Access Salesforce.Service-Cloud-Consultant.v2023-12-02.q200 Practice Test (Page 3)

Question 6

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A.Configure entitlements and milestones to enforce SLAs

B.Hire more agents for the contact centers

C.Track social sentiment across social media outlets

D.Improve the training provided to existing agents

Question 7

Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

A.Case queues

B.Direct Messaging

C.Lightning Component

D.Contact Request flow

Question 8

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

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

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

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

Question 9

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new
method for 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.Omni-Channel routing

B.On-Demand Email-to-Case

C.Web-to-Case forms

D.Standard Email-to-Case

Question 10

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 joined 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 list view 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.

Other Version: 937Salesforce.Service-Cloud-Consultant.v2026-07-24.q210; 1011Salesforce.Service-Cloud-Consultant.v2026-01-22.q107; 3164Salesforce.Service-Cloud-Consultant.v2024-12-13.q136; 5278Salesforce.Service-Cloud-Consultant.v2023-07-29.q164; 2466Salesforce.Service-Cloud-Consultant.v2023-02-15.q37; 5096Salesforce.Service-Cloud-Consultant.v2022-12-22.q177; 10490Salesforce.Service-Cloud-Consultant.v2022-08-16.q199; 24321Salesforce.Service-Cloud-Consultant.v2022-05-13.q183; 97Salesforce.Actualtestpdf.Service-Cloud-Consultant.v2021-12-03.by.chester.153q.pdf; 23156Salesforce.Service-Cloud-Consultant.v2021-11-08.q122

Latest Upload: 101Huawei.H12-711_V4.0.v2026-10-09.q153; 113Salesforce.Plat-Dev-301.v2026-10-09.q69; 175Scrum.PSM-II.v2026-10-08.q134; 161Juniper.JN0-683.v2026-10-07.q69; 151Salesforce.AP-201.v2026-10-07.q56; 190ISQI.CTAL-TAE.v2026-10-06.q38; 152Oracle.1Z0-1079-26.v2026-10-06.q19; 377PRINCE2.PRINCE2-Foundation.v2026-10-05.q391; 223Splunk.SPLK-5002.v2026-10-05.q114; 204Salesforce.Marketing-Cloud-Account-Engagement-Specialist.v2026-10-05.q121

Question 6

Question 7

Question 8

Question 9

Question 10

Download PDF File