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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q145-Q150):

NEW QUESTION # 145
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team.
B. Number of cases created using Communities by month.
C. Number of Knowledge articles created each month.
D. Number of cases closed by self-service users.

Answer: B,D

Explanation:
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]

NEW QUESTION # 146
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer: A

NEW QUESTION # 147
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Configure a Live Chat Validation Rule.
B. Configure Lightning Guided Engagement.
C. Customize the Lightning Console chat page.
D. Customize the Pre-chat form.

Answer: D

Explanation:
Explanation
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms

NEW QUESTION # 148
How is the hash mark (e.g., #salesforce) used in chatter?

A. Indicates a clickable URL hyperlink
B. Ties the Chatter message to a topic
C. Links the Chatter message to Twitter
D. Indicates the name of a group in which to place the Chatter message

Answer: B

NEW QUESTION # 149
If you delete a case, which two also get deleted? (Choose two answers)

A. Event
B. Solution
C. Account
D. Attachments

Answer: A,D

NEW QUESTION # 150
......

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Jack Brown Jack Brown

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