Free Service-Cloud-Consultant Exam Braindumps

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

1. A. Add the Knowledge Component to the Service Console.
2. B. Add the Knowledge tab to the Console app.
3. C. Create email templates with Knowledge Articles attached.
4. D. Add the Suggested Article widget to the Case page layout.

Correct Answer: A

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

1. A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
2. B. Create a central "Contact Us" page which provides access to all available channels.
3. C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
4. D. Optimize the customer community for mobile devices to have access to the same support as desktops.
5. E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Correct Answer: BCD

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?

1. A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
2. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
3. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
4. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Correct Answer: D

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?

1. A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
2. B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
3. C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
4. D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Correct Answer: A

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

1. A. Contracts and SLASs
2. B. Chatter Answers
3. C. Contacts
4. D. Cases

Correct Answer: BC