Free Access Salesforce.Service-Cloud-Consultant.v2024-12-13.q136 Practice Test (Page 24)

Question 111

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A.Use case auto-response rules to send an email to support managers within one hour of case creation.

B.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

C.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

D.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Question 112

A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set
of factors should be considered in selecting which articles to migrate?

A.Last modified date and frequent search terms

B.Last modified date and number of recent article views

C.Original creation date and average rating of articles

D.Original creation date and total number of article views

Question 113

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A.Deploy in phases using countries as pilots

B.Deploy based on the number of trainers available

C.Migrate case data and deploy to all users at office

D.Migrate agents to Force.com Connect Offline during deployment

Question 114

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?

A.Enable the case survey object for the customer portal

B.Create a validation rule for case survey email templates

C.Modify the user interface settings for the case survey sidebar

D.Utilize an AppExchange package to handle customer surveys

Question 115

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

A.Chat for Web and In-App

B.Digital Engagement Messaging

C.Social Customer Service

D.Einstein Bo

Other Version: 2879Salesforce.Service-Cloud-Consultant.v2023-12-02.q200; 3547Salesforce.Service-Cloud-Consultant.v2023-07-29.q164; 1940Salesforce.Service-Cloud-Consultant.v2023-02-15.q37; 3927Salesforce.Service-Cloud-Consultant.v2022-12-22.q177; 8949Salesforce.Service-Cloud-Consultant.v2022-08-16.q199; 22063Salesforce.Service-Cloud-Consultant.v2022-05-13.q183; 97Salesforce.Actualtestpdf.Service-Cloud-Consultant.v2021-12-03.by.chester.153q.pdf; 21511Salesforce.Service-Cloud-Consultant.v2021-11-08.q122

Latest Upload: 115CompTIA.220-1202.v2025-11-05.q59; 107Supermicro.SDLCSA.v2025-11-05.q13; 107BICSI.INSTC_V8.v2025-11-05.q60; 113SAP.C_HRHPC_2505.v2025-11-04.q27; 168Oracle.1z0-809.v2025-11-03.q126; 179Citrix.1Y0-241.v2025-11-01.q94; 144IFSEInstitute.CIFC.v2025-11-01.q102; 139APA.CPP-Remote.v2025-11-01.q92; 174Salesforce.Revenue-Cloud-Consultant-Accredited-Professional.v2025-10-31.q96; 138Databricks.Databricks-Certified-Professional-Data-Engineer.v2025-10-30.q132

Question 111

Question 112

Question 113

Question 114

Question 115

Download PDF File