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Salesforce Certified Service cloud consultant Sample Questions (Q95-Q100):
NEW QUESTION # 95
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Migrate a test deployment to a staging environment for a smoother real-life experience.
- B. Select a window of time when users will NOT be making changes to the organization.
- C. Ensure all users refrain from logging into production for an entire day prior to deployment.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,B,E
NEW QUESTION # 96
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
- A. Add a permission set for Read access to the appropriate product line.
- B. Set the organization-wide default to Private and create sharing rules to share them with roles.
- C. Create a folder for each product line and share them with public groups.
Answer: C
Explanation:
By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line's support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.
NEW QUESTION # 97
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
Answer: C
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_deflection.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5
NEW QUESTION # 98
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
- A. Omni-Channel with Einstein Case Routing
- B. Omni-Channel with Queue-Based Routing
- C. Omni-Channel with Capacity-Based Routing
Answer: C
Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.
NEW QUESTION # 99
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Customer retention
- B. Upsell percentage
- C. Average handle time
- D. First call resolution
Answer: C,D
NEW QUESTION # 100
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