Free Access Salesforce.Service-Cloud-Consultant.v2024-12-13.q136 Practice Test (Page 20)

Question 91

UC has two customer service contact centers and each focuses on a specific product line. Each contact center
has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the
cost without compromising customer satisfaction. What can a consultant recommend to accomplish these
objectives? Choose 2 answers.

A.Prioritize customer calls based on their SLA

B.Implement a customer self-service portal

C.Cross-train agents on both product lines

D.Enable agents to transfer calls to other agents

Question 92

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

A.Add images to an HTML file.

B.Ensure each image is less than 25 MB.

C.Change all images to JPEG files.

Question 93

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

A.Configure Visual Flows on Salesforce mobile.

B.Implement Field Service Lightning.

C.Integrate with an enterprise resource planning system.

D.Develop and publish a knowledge management system

Question 94

The Universal Containers contact center offers support via email, the Internet, and a Community. The contact
center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A.Number of cases created using portal

B.Number of IVR inquiries without agent involvement

C.Number of cases closed by a self-service user

D.Average call handle time by team

Question 95

Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

A.Migrate child cases first.

B.Migrate parent cases first.

C.Migrate parent and child cases together.

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Question 91

Question 92

Question 93

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Question 95

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